My First Impressions and Experiences With the Veteran Administration’s Health Care System

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I was mad. I was irate. I was appalled. I couldn’t believe that a team leader of a department at the VA would actually accuse me of lying, interrupt me, and deliver the rude coup de grâce “Well, we’re NOT going to help you!” When he announced he wouldn’t give me his supervisor’s name and that he’d deliver a message to him on my behalf, I hung up and immediately missed the satisfaction of slamming a phone down in anger.

I did what any tech-savvy, bull-headed guy with an internet connection and a smart phone would do, I hit back and called and bothered anyone even remotely associated with veterans affairs for the next three hours. It was like swimming upstream in a river full of logs. A snag here, a turn around there, and, at times, a total log jam. But, I kept hammering away, no matter how many times I had to repeat my story, no matter how many times even I got tired of hearing myself say it. And then my phone died. I was tethered to the wall. The phone’s charging screen mocking me from just within arm’s reach. The wait was excruciating. I wanted to call the congressman back. I wanted to speak to the American Legion’s veteran rep. I wanted to talk to the aid in Rep Hurt’s office back in Charlottesville. I wanted to talk to the local news station and have them shine some light on this issue. And not just MY issue, but the issue that affects millions of our veterans each year.

I glanced at the phone. I could live with 43% battery. I could accomplish a lot with a little less than half a charge. I unplugged, got my crutches, and made my way outside for a bark-free conversation. As soon as I sat down, the phone rang and the screen displayed the all too familiar and recently oft-dialed number of the Detroit VA Hospital. I cringed as if there were something coming out of the screen at me before I reluctantly swiped the call into existence. It was Michelle, the traveling nurse. She had been the one person who had always seemed to listen to me and showed concern for the situation. She said she had good news. They had rescheduled my appointment for 9am Tuesday morning and the transportation was being overseen by her and the head of the Transportation Department. I was no longer mad. She apologized up one side and down the other for the treatment I received and the unnecessary hurdles that were put in my way.

I thanked her profusely and could hear how genuinely concerned she was and could tell she was happy to have made a difference. I thanked her for what she’d done on behalf of all my fellow veterans and inquired whether or not she too was a veteran. She said that her father was a Marine Corps veteran from the WW2 era and that after seeing the shape the system was in, she became a RN and applied to work for that very system. I told her that I couldn’t imagine what kinds of stories she could tell about the difficulties with navigating in and obtaining services from the convoluted mess that is the VA. She said she sees it every day. And that’s when my eyes began to leak. I said, “Michelle, it’s people like you working from the inside, and wanting to make a difference for me, for my brothers, and my sisters in arms that are going to change this system. I can’t thank you enough for showing me that there is hope to be had. I am heartbroken to think about the elderly veteran whose late wife always handled his appointments, the mentally ill veteran that doesn’t have the ability to understand the process, the homeless veteran that doesn’t have an address for official correspondence. I can’t help but think that the 22 veterans that commit suicide every day in this country haven’t all faced one of these walls at some point prior to their death. But, I want you to know, based on your professionalism, your thoroughness, and your caring and positive attitude, I have hope that we can do something about that number getting smaller.” Apparently it was dusty outside in Ortonville AND in the Traveling Nurse Office in Detroit. Michelle, in tears, thanked me for that and we spent the next 30 seconds composing ourselves and commenting on how we were both glad to have spoken to one another. (I need to find out her last name and send her some flowers)

While I was recovering from that emotional call, my phone rang again. It was Ken, the transportation supervisor. He was a 30 year Marine Corps veteran who immediately apologized for the behavior of his subordinate. He assured me that my transportation was, indeed, approved and scheduled and that he would be speaking with Mr. Dye before his shift was over this afternoon. He made it extremely clear in his displaced southern Mississippi drawl that Mr. Dye’s type of behavior is not tolerated in his department. To hear the sincerity in his apology and the care in his tone made me smile from ear to ear. Here, after dozens of phone calls to congressmen, TV stations, veteran’s organizations, and bureaucrats, I’d found ANOTHER person who hasn’t forgotten who they’re serving. I explained to him how valuable he was to that organization and how much it means to those of us who’ve donned the uniform before that there are people in our corner at these facilities. For some reason, the dust kicked up again here in Ortonville and apparently some blew into Ken’s office window that was open there in Detroit. I thanked him again after confirming my transportation’s ETA and before we hung up, I assured him that I would find him and ask for the pleasure of shaking his hand. He said he’d like that.

I started today hopeful that I would be taken care of by a system that was designed specifically to cater to veterans. I quickly saw that hope fade upon running into the brick wall that many seem to erect between veterans and the care they deserve. I saw frustration at being told I’ve fallen into Catch 22 after Catch 22. I saw anger at the process that allows people to fall through the cracks for years on end. I felt heartbreak for those vets less fortunate than myself who don’t have the voice that I have, access to the resources I have, nor the mental attitude to not give up after umpteen roadblocks. And I finally felt hope. Hope that the people like, Michelle, Ken, Lisa, Phyllis, and Katie will continue to make changes and influence this system from its core. And I felt responsible. I felt responsible for using my voice to bring about those changes. I’m a healthy, resourceful guy with a broken leg and I had to jump plenty of hurdles just to get a ride to the hospital. Imagine what our less resourceful and less capable vets must endure to simply end their pain or their suffering. You can’t tell me that this system’s shortfalls and deficiencies don’t contribute to the 22 a day epidemic. I am intent on lowering that number with the assistance of people like Michelle and Ken on the inside. We know better. We can do better. We HAVE to do better!

About Post Author

Josh Fielder

Josh Fielder is from Central Virginia and when he's not driving his RV cross-country, writing short stories under the pen-name Hack Kerouac, or saving turtles, he writes articles designed to help sufferers of Cranial Rectal Inversion.
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Anne Peterson
7 years ago

It is good to see some positive comments. Hopefully, your good experiences are the result of the change in top administration that took place a few years ago and hopefully Josh’s experience was an isolated incident and he will continue to get good care. This country made a promise to all veterans and it should never be difficult to obtain health care. Does anyone know if VA assigns a social worker or advocate to those who might have trouble navigating the system, like the mentally ill or elderly?

Reply to  Anne Peterson
7 years ago

Anne that’s a good question! Perhaps one of our fellow readers can answer that.

Bill Formby
Reply to  Anne Peterson
7 years ago

Anne, at the VA where I go the Social Workers are in the Mental Health Clinic and not in the Medical Area so in my case I have never had one that intervened on my part. However, as I said, I have never had a problem. After each visit I am asked to give feedback on my visit including my waiting time, and patient satisfaction. Now they have a computer check in that times your check in from the time you get there until the time the nurse does in take and the time you see the doctor. I have not ever been treated rudely by anyone. Once or twice the doctors did not have great bedside manner but they were very professional. I am one of those people who cares less about a friendly doctor but more about a good doctor. I have a dog to be friends with. 🙂 🙂

P.L. Everts
7 years ago

I’ve been going to Detroit VA for many years and have never had a bad experience. I’ve been operated on at Ann Arbor through the VA and always had good outcomes.
P. Everts RVN ’68.

Anne Peterson
7 years ago

Congress has always been good at going to war but not so much at keeping their promises when war is done. The VA like all federal agencies is more of an environment that grows and splits into other bits. It can only function as well as the people who drive the environment. The VA is run like crap in most places. It should function like a pyramid with the central office in DC at the top, then regional offices, then state, then individual facilities. Each level should be accountable to the next level and each level should be able to problem solve with the next level and all levels should have plaques on their walls that state WE ARE HERE TO SERVE THOSE WHO SERVED US.

Bill Formby
7 years ago

Josh, I am sorry to here about your troubles man, I really am. I am a USMC vet in Tuscaloosa, Alabama and I have never had a problem with the VA here. Maybe I am fortunate because this is a fairly small area covering West Central Alabama. I also use the Mental Health Clinic here and in more than 25 years everyone, well there was this one traveling doctor but I won’t go into that, but everyone here has always gone out of there way to make sure I am OK and being served well. I have been to Birmingham once for a specialty treatment and it was much the same, but I do understand that there are problems elsewhere. I do hope that you get you situation taken care of man. Semper Fi

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