Shinseki rallies VA employees in message to department

Veterans Affairs Secretary Eric Shinseki issued a message to agency employees on Thursday about the growing controversy involving allegations that VA clinics covered up treatment delays.

Shinseki, who is under pressure to resign, offered encouragement and outlined the VA’s response to the growing scheduling controversy. He said he takes the charges “very seriously” and that he concurs with recent remarks from President Obama, who said the inappropriate practices, if true, are dishonorable and disgraceful.

Members of Congress on both sides of the aisle are now calling for Veterans Affairs Secretary Eric Shinseki’s resignation. PostTV explains the timeline of the VA health-care scandal. (Pamela Kirkland/The Washington Post)

 

The secretary reminded employees about actions the department is taking to address the allegations, noting that he ordered face-to-face audits of scheduling practices at all VA clinics and that the VA inspector general’s office is conducting an investigation of the allegations.

Shinseki also offered uplifting words, saying he commends “the hard work and dedication of the vast majority of our VA employees, many of whom are Veterans themselves.”

The department chief said he agrees with recent praise from Obama, who said this week that VA workers “do outstanding work and put everything they’ve got into making sure that our veterans get the care, benefits, and services that they need.”

He also reminded employees that the VA health network’s customer-satisfaction marks are on par with medical centers in the private sector, and he listed some of the department’s recent accomplishments, including adding 2 million veterans to the VA health system, reducing veterans homelessness and trimming the backlog of longstanding disability claims by more than 44 percent.

Veterans Affairs Secretary Eric Shinseki testified before the Senate Thursday on VA health clinics allegedly covering up treatment delays. (The Washington Post)

Here is the message in its entirety:

Fellow Veterans and Family Members,

After 38 years in The Army, I am now honored and privileged to serve as your Secretary of Veterans Affairs (VA). VA remains committed to providing the high quality benefits you have earned and deserve.

Allegations of VA employees’ misconduct have surfaced over the last several weeks, beginning with scheduling delays at the Phoenix VA Health Care System. As I testified before Congress on May 15, I take any allegations about patient safety or employee misconduct very seriously. The reports of Veterans’ negative experiences while seeking VA care are of great personal concern to me. I fully agree with President Obama’s statement on May 21, 2014: “If these allegations prove to be true, it is dishonorable, it is disgraceful . . . .”

In response to these allegations at the Phoenix VA Medical Center and a number of other facilities, the VA Office of Inspector General is conducting a comprehensive, independent review. In addition to the IG’s independent review, I ordered the Veterans Health Administration (VHA) to conduct a nationwide audit of all other major VA healthcare facilities to ensure understanding of, and compliance with, our appointment policy. That audit is being conducted now by more than two hundred senior VHA staff. All teams are independent of the facilities they are visiting. You and your families deserve to have full faith in your VA, and we intend to earn it every day.

As President Obama made clear to the American people May 21, 2014, “Every single day, there are people working in the VA who do outstanding work and put everything they’ve got into making sure that our Veterans get the care, benefits, and services that they need.”

I echo that praise and commend the hard work and dedication of the vast majority of our VA employees, many of whom are Veterans themselves. Every year, dedicated employees are prepared to provide care for over 8.9 million Veterans enrolled in VA healthcare. Every day, VHA conducts approximately 236,000 outpatient healthcare appointments—about 85 million last year.

Since 2009, we have enrolled two million more Veterans in high-quality VA healthcare, reduced Veterans’ homelessness by 24 percent, and provided Post-9/11 GI Bill educational benefits to more than one million student Veterans and eligible family members. We have opened up new presumptives for Veterans to receive long overdue care for exposure to Agent Orange, for combat-related PTS-D, and for Gulf War illnesses. And, we have decreased the disability claims backlog by over 50 percent in the last 14 months. We will meet our goal of eliminating the claims backlog in 2015.

Every VA medical facility is accredited by The Joint Commission, an independent, non-profit organization that ensures the quality of U.S. healthcare through intensive evaluation of more than 20,000 healthcare organizations. In 2012, The Joint Commission, recognized 19 VA hospitals as top performers, and that number increased to 32 in 2013.

Since 2004, the American Customer Satisfaction Index (ACSI) survey has consistently shown that, on average, Veterans who use VA healthcare award our hospitals and clinics a higher customer satisfaction score than patients give private sector hospitals. When asked if they would use a VA medical center the next time they need inpatient or outpatient care, 96 percent and 95 percent of Veterans, respectively, indicated they would. Veterans across the Nation are receiving quality care from VA. We must encourage other Veterans to seek it.

Notwithstanding these accomplishments, VA will do even better. If any allegations under review are substantiated, we will act.

As we approach our observance of Memorial Day and its special significance to our Nation, VA is re-doubling its efforts, with integrity and compassion, to earn your trust.

As President Obama said, Veterans have “done their duty, and they ask nothing more than that this country does ours—that we uphold our sacred trust to all who have served.”

And, we will.

Follow Josh Hicks on TwitterFacebook or Google+. Connect by e-mail at  josh.hicks(at)washpost.comVisit The Federal Eye, and The Fed Page for more federal news. Submit news tips and suggestions to federalworker@washpost.com.

Josh Hicks covers the federal government and anchors the Federal Eye blog. He reported for newspapers in the Detroit and Seattle suburbs before joining the Post as a contributor to Glenn Kessler’s Fact Checker blog in 2011.
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Josh Hicks · May 23