VA Struggles with Call Tracking, Endangering Veteran Care

The Veterans Affairs Department (VA) is facing significant challenges in tracking call data from veterans seeking medical assistance, as highlighted in a recent report by the agency's inspector general (IG). The report revealed that in 13 out of 15 medical facilities reviewed, critical metrics such as caller hang-up rates, answer rates, and average wait times were not being monitored. This lack of oversight is particularly concerning for high-risk patients requiring radiology or mental health services, with approximately 45% of untracked calls directed to these clinics. The IG emphasized that this failure to track calls puts veterans at risk of delays in receiving essential care.

Government Executive

During the one-year period ending July 31, 2025, the VA received 2.1 million calls, yet around 1 million of these calls went untracked. The report noted instances where veterans faced significant delays in scheduling appointments, leading to frustration and uncertainty. For example, one veteran's spouse reported multiple unsuccessful attempts to schedule a radiology appointment, ultimately resulting in a critical delay in care for the veteran, whose cancer may have progressed.

Government Executive

In response to these findings, the VA issued a directive in 2023 mandating that all phone service lines collect and analyze call data. The department aims to answer at least 80% of calls within 30 seconds and limit abandoned calls to less than 5%. However, the IG found that seven of the 13 facilities lacking key data had no plans to address the identified issues. An official from the VA Office of Information and Technology acknowledged that the department currently lacks a system to capture call performance data for specialty clinics.

Government Executive

Despite the VA's claims of improved wait times for mental health appointments—reporting an average of under six days for established patients and 19 days for new patients in fiscal 2025—these figures have been challenged by congressional Democrats and some VA employees. The department has also faced staffing challenges, losing 1,500 schedulers among a total of approximately 30,000 employees since January.

Government Executive

The IG stated, “As a result of the issues identified, veterans may face delays and scheduling challenges in receiving care.” The watchdog is committed to issuing timely reports to assist the VA in delivering high-quality care to veterans. Furthermore, the IG is disseminating its findings to ensure that all Veterans Health Administration (VHA) medical facilities are aware of the need to proactively collect and oversee specialty care call data.

Government Executive

A more comprehensive audit report from the IG is forthcoming, which is expected to provide further insights into the VA's call tracking deficiencies and the potential impact on veteran care. The ongoing scrutiny highlights the urgent need for the VA to enhance its data collection and management systems to better serve the veteran population.

Government Executive