In May 2014, former VA Secretary Shinseki directed the Veterans Health Administration (VHA) to complete a nation-wide Access Audit to ensure a full understanding of VA’s policy among scheduling staff, identify any inappropriate scheduling practices used by employees regarding Veteran preferences for appointment dates, and review waiting list management. The purpose of the initiative was to strengthen access to care in the VA system, while also ensuring flexibility to use private sector care when needed in accordance with VA guidelines.
As directed by the White House, the VHA identified Veterans across the VA who experience wait times that do not meet Veterans expectations for timeliness. The VA has begun contacting and scheduling these Veterans for care in VA clinics or arranging for care in the community, while simultaneously addressing the underlying issues that impede Veterans’ access to the VHA system.
In addition to the Access Audit process, the VA also gathered additional data from each VA medical facility. This data includes: number of appointments scheduled at each facility; number of requested appointments that are on each facility’s Electronic Wait List (EWL); number of newly enrolled patients who have not yet been scheduled to see a doctor at a VA facility; and Average Wait Times for Mental Health, Primary Care, and Specialty Care appointments at each facility, for both new and established patients.
Twice Monthly Updates
The VA is posting regular data updates showing progress on its efforts to accelerate access to quality health care for Veterans who have been waiting for routine and specialty appointments. These access data updates will be posted at the middle and end of each month on the VA website. The facility-level data shows the current status of VA’s:
- New Enrollee Appointment Request (NEAR) List: total number of newly enrolled Veterans who have requested an appointment during the enrollment process.
- Electronic Wait List (EWL) Count: total number of all new patients (comprised of those who have not been seen in a specific VA medical facitliy in the previous 24 months) for whom appointments cannot be scheduled in 90 days or less; and
- Total Appointments Scheduled: all appointments scheduled at each VA medical facility, except surgery and medical procedures.
Non-VA medical care
Where the VA cannot increase capacity to meet timely medical care for Veterans, the VA is increasing the use of care in the community through non-VA care. The VA can utilize non-VA medical care for eligible Veterans when the VAMC cannot provide the care due to unavailability of the service or lack of capacity and/or capability. Non-VA medical care is also used when geographical distance is a hindrance to receiving timely care. Eligibility for non-VA medical care uses a complex matrix that varies somewhat for non-service connected veterans. However, it is important to note that this initiative doesn’t change eligibility requirements; Veterans must still qualify for VA healthcare as outlined in federal statute. Veterans can find more information on eligibility on the National Non-VA Medical Care Program Office website.