Veterans Department A Bureaucratic Mess

CBS Evening News: Missing Files, Unopened Mail, Deliberately Misdated Forms Revealed By Inspector General

(CBS)  All too often, our veterans feel like they're David battling Goliath, when dealing with the Department of Veterans Affairs.

In the latest outrage involving the VA, it turns out thousands of claims for benefits weren't even opened, reports CBS News correspondent David Martin.

Jason Scott is one of nearly 350,000 veterans of Iraq and Afghanistan who depend on the VA for health care. When CBS News met him two years ago, he was already worrying about what would happen after he was discharged from the army.

"Getting lost in the VA system is definitely a concern," Scott said at the time.

Those fears may have been justified. The administration recently turned up 16,000 pieces of unopened mail at its Detroit office. Another 132 documents which belonged in veterans' claim files ended up in the shred bins at four regional offices.

"Had we not discovered this situation," the VA's inspector general wrote, "some veterans claims may have languished with no action or been inappropriately denied."

"It is unacceptable to have them lost, to have their dates changed, to have them shredded. This is not acceptable," said Rep. Harry Mitchell, D-Ariz., who serves on the House Committee on Veterans' Affairs.

The inspector general reviewed 390 claims submitted to the New York office and found that 220 of them - more than half - had been deliberately misdated to make it look like claims were being processed faster than they really were.

VA workers are overwhelmed by paperwork - 160 million pages a year - and as a result cut corners or just plain screw up.

"[They told] me my whole file had been lost. They had no idea where it was so I had to recreate the whole file," says Carol Politz, who had to submit a second claim on behalf of her late husband, a Vietnam vet.

She was assured that this time it would be handled expeditiously.

"It's a year and I'm still waiting to hear something positive," Politz says.

And what about Jason Scott? His home is in Florida but his records ended up in Chicago. When the VA transferred them to Florida, they were lost.

Jason is working on his MBA and says he's just waiting to graduate so "I can get a job and get real health care."

[desertpro]

Phxfire

First of all I doubt you are a vet. Secondly you do not know what you are talking about. I have delt with this crappy system since 1980. Yes the system did not go bad under Obozo in the last few months. But your contention that it went bad under the last moron admin is just as wrong. The VA has a rep (rightly deserved) of being slow and unresponding that goes back for decades. Also your point that That the last admin grew the numbers due to the war is not true. the fact is that number of actual vets is decreasing each year due to the loss off vets from WW2 and Korea and to some extent now Viet nam. Also while it may seem Paradoxical the numbers of new VA recipiants is lower now even with war than say in the eighties. This is due to a smaller military. The Armed Forces now are 1/9 th what they were in WW2 and 1/5 what they were in the cold war. While combat caaualties carry an emotional toll. At about ten thousand a year they represent only about 5-10 percent of all cases each year.

Mostly as a Vet with service from 1976 to 2007 when I was retired for (non- combat) injuries from OIF. I dispise some p- ant little Lefty pretending he gives a R-ts Arrs about "the Troops" when all he wants to do is score some point against some idiots who are no longer in office. Get over it you pathetic little Bushamanic .

[saf8772]

I was injured in field manuvers in 1995 and ruptured a testicle, turns out it was a Saturday had trouble getting me out of the field for one reason or another. I was finally evac'd to a local civilian hospital for ER surgery and removal of the testicle. While at home I received a phone call from my Colonel saying I was getting orders to report to Ft Sam Houston because I had cancer. I then reported to FT Sam Houston for tests and then had to have an RPLND the cancer was spreading. At that time they also removed the residual cord from the removed testicle. However the surgery they did was terrible every doctor who has seen my scar which is approx. 1''x 18'' has said who did this "Freddy Krueger"? I then went back to my unit until I was going to start chemo (Platinum based 21 day cycles)for 3 cycles. I went back down to Ft. Sam for a routine follow up appointment, Ft. Sam Houston is the training facility for the Army medical. My normal Oncology Doctor was on vacation and the "In-Training Doctor" saw that the lymph node in my left leg was enlarged, but my blood work and tumor markers were normal. I asked if that could have been from the abdomen lymph nodes being removed. The Doc scheduled a needle biopsy that he wanted to perform..he was very GI JOE, the results came back negative. Somehow he convinced someone above his a "OPEN Biopsy" this was to be a non-removal as he and his colleague also "In Training" explained. This is where this story gets scary. I went into surgery the very next morning and during the surgery I WOKE UP, felt extreme pain and burning where the incision was and heard talking, saw the blue curtain, looked over and said "Um Hello" and was given a shot and went back to sleep for what felt like only another 30 seconds...that is right a woke up AGAIN and this time not being as polite I said " You have to be F#$%ing kidding me" and someone said " Oh $h!t" and was given another shot and took forever to wake up in the recovery room this time. SO THAT IS RIGHT 2 counts of Anesthesia Awareness in the same Surgery that has led to PTSD issues when I try to fall asleep to this day..Now having 2 sets of lymph nodes removed and chemo and huge scar. Ok so the lymph node removal which no one explained causes LYMPH edema in the extremity it was removed from. So the abdomen one cause abdomenal swelling and this swelling and fluid build up in my abdomen also causes fluid build up in my remaining testicle which creates a hydro seal ( that the VA still needs to correct) The Lymph edmea in my left leg causes such severe swelling and pain that it has split open about 5 times now and needs IV antibiotics when it does and hospitalization. The day to day maintenance on my leg is that if the surgical TET hose for swelling even fits that day when I wake up then I can only wear for awhile and for every 1.5 to 2 hours of either sitting, walking (yeah right I wish I could walk for 2 hours anymore) or standing I need to laydown and elevate my leg for an hour or so just to get it back down to a managable size where the skin is not stretched to the max and transparent and my toes don't feel like they are going to shoot off. The pain and pressure leads to migraines the vison/hearing and tooth pain all add to that as well. The lack of sleep and panic and anxiety which if anything disturbs me right at that point when I am lightly sleeping or about to fall alseep triggers a panic attack is a PTSD thing. so Using the VA's own definitons and codes and the percentages they recently sent me 7121 (Lymph Edema) massive board like edema with constant pain at rest 100% PTSD rating for me is only a 30% to 50%, knee instability 5257 20%, 5260 Leg Flex 20%,5261 Leg Extension 10%, 5270 Ankle 30%, 5271 Ankle limited motion Marked 20%, 7801 Scars other then head 20% using their own math on recent paperwork sent to me I should have been 100% awhile ago.So they asked for a reply with job and employer information to an employers all the way back to late 2001 to establish effective date. I know they should consider 1996 for my conditions and would love if they would but I could live with 2001 as an effective date it. I mean in 1996 I went on TDRL at 30% to 2000, then was re-rated to only 50% and then only re-rated to 80% in Jan 1, 2008, but I seriously beleive they set it up so I could not sue for Malpractice for Anesthesia Awareness under the Federal Tort Claims Act because those that are associated with PTSD can get anywhere from $150k to $350k, and then the VA has been just been barely doing anything to save a buck when their own codes and definitions say I should have been getting more all along. We need to take care of those who served before us, and for those who are bravely serving NOW and for the future soldiers yet to come, that is our new mission to educate and protect through our knowledge..

[John983]

The "latest outrage," is the same archaic outrages, the same archaic why's and what fore's by politicians and the same archaic excuses given by the VA system and their affiliates national service organization. And when the CBS news cameras are off, the light goes out, it is business as usual until the next same archaic pretension.

Do you remember the problems at Walter Reed medical center? Twice money was allocated to fix the same problems and they were not fix but on the third occasion without having to allocate anymore money the Defense Secretary flew in and the Army Secetary relieved the commanding general of Walter Reed and several others were discipline and the problems were solved. This was a glimmer of hope! Hope that this syndrome would trickle down into the VA system for the many of us who are still lost in.

The transparency of the lights from your camera is that David already slayed Goliath, if you would but just leave the camera on, the light would become translucent, shinning through and to all.

[Phxfire]

And no one has supported the troops more than now since WWII. To say its because America has turned its back on the military is some ultra-conservative propaganda to deflect us from the real vilians.

SUPPORT THE TROOPS, BRING THEM HOME.

[Phxfire]

mrs. concrete: where the h3ll do people like you come from? Clinton increased military spending and spending for veterans. You really think this mess occurred in the past two months? What, the staff said its Obama now, lets quit working? This magnitude of a mess didn't happen in 2 months or 2 years, it took bush and his lying war to bring more veterans into the system, while at the same time he didn't increase funding to the VA to handle the increase. Whoever you're getting your 'facts' from you need to stop letting them make a fool out of you.

[Phxfire]

hmmm, let me think....bush started a war with no clear plan, the 'short war' to take out saddam has lasted 6 years and counting, the number of vets has risen expedentially by more than 350,000 since the war started. So, yeah, I guess you could put most of the blame for the overburdened VA mess on bush. If not for congress, the VA would not have rec'd any additional funding during the bush administration. If it takes X amount of time and people to do a job, but the job is getting the time or people, the system fails. thanks for another evil deed bush/cheney.

[GertieinCincinnati]

These VA issues are abhorrent and need to be corrected, BUT take note, Americans . . . what do you think it will be like when when the government runs health care for all of us? They can't properly administer the VA, Medicare, and Medicaid. You had better stop wasting your energy on the blame game and start paying attention to what the Obama administration has in store for us. Socialized medicine is not all it's cracked up to be - investigate and educate yourselves before it's too late!

[ArmyTex]

People that use the work fascist are idiots. Case in point
"YOU HERE AGAIN YOU REPUBLICON WHACK JOB?

WHAT DID YOU THINK HAS BEEN GOING ON AT THE VA

FOR THE LAST TEN YEARS OF CONSERVATIVE RULE??

YOU CONSERVATIVE ARE UN AMERICAN FASCISTS,

DON'T YOU EVEN SUPPORT THE VETERANS YOU SENT TO YOUR WAR OF CHOICE

IN IRAQ?"

What the heck is that?
You are so tied up in pushing you political views about Bush that you don't even see the real problem. The people that have caused the problems are the citizens of this country! The same people that the solders are fight to protect. People like you! Bush didn't throw away these documents nor did he deny claims. The employees did. If you want to blame some one blame your own lazy citizens.

[ArmyTex]

Bush wasn't clueless, he did improve some bennifits. Yes I am a veteran. But they didn't go as far as people wanted them to. Quit Bush hating, it makes you look stupid. The problem is that the people of this country do not care about the veterans. The only reason the news even covered this is so they could stir up some stuff. It's to draw attintion to them selfs. That's how this country thinks now. If you fired the people in the VA that did this kind of stuff then you would only have the people that really cared and this would never happen.

[beth2115]

I work for a hospital in N.C. that deals with VA patients. We have had problems with the VA paying claims for years. We send all out claims certified mail with medical records attached. We call the VA and they tell us that they never received anything from us. On a regular basis we send VA 3 to 4 claims with medical records for one patient's date of service, and it usually takes us at least a year to ever get payment or denial. Someone does need to look into the Virgina office.

[hatesthecolt]

Which federal department is not a bureaucratic mess?
Posted by leeanna59

Most of them are bureaucratic because they have to be. But most are not messes. VA is a mess. Interior is a mess.

[rickwar98]

Obama has been in office less than 2 months and already its a mess. Oh woe is us.
Posted by mrs_concrete at 5:40 AM : Mar 5, 2009


Go back and pour some more concrete in your brain cavity, it's this administration that is finding the mess.

[hatesthecolt]

Patpace, as much as I'd like to attribute your personal successes and those you have witnessed to Bush, the bottom line in the article is that there are tremendous problems in VA and if EVERYONE isn't getting the service you describe, then there's a fundamental problem attributable at least to the Secretary for Veteran's Affairs and probably to the President as well. I believe Shinseki can fix this ... I hope I am right. I also believe if he can't fix it, then Obama will ask him to resign and try someone else until someone gets it fixed. Not just ignore it for 8 years like Bush did.

[patpace]

Having used the VA since 1979, I can honestly say the VA has come a long way the last four years under the Bush administration. It is time to stop fighting over the blame game, and work to stop history from repeating itself on our new generation of veterans. There are so many Veterans who just need that chance too create a great future?Is funding available for just a few needed housing developments for single veterans and veteran families with children to help ease their transition into civilian life? While our government already knows from experience that house trailers do not hold up, and how trailer living can cause or even worsen health problems, a trailer park environment is not good for a new veteran or their family while dealing with the stress of college and readjustment into civilian life. A few normal living housing developments around the country are desperately needed for veterans. The area here in Northeastern Pennsylvania has fantastic colleges, great medical services at the Wilkes-Barre area VAMC, and breathtaking mountain scenery which is very relaxing. Where are other similar areas located at around the U.S. which can also offer a great college education, along with a very reasonable cost of living? A needed one time $17 billion in bailout funding for Veteran Affairs would not only provide that needed chance while complimenting the new GI bill, the employment this would create would end the cycle of most homeless veterans by giving them a PURPOSE in life and finally bring them home. If all political parties would put the energy spent in blaming each other for this many decade?s old problem, into solving this problem, there would no longer be a problem?Just a few housing developments with a few apartment buildings would need constant maintenance while it helps many for generations to come. Physical therapy facilities etc. in these small communities like Olympic sized hot pools would be utilized for so, so many decades. A nice playground area for veterans little one?s would even need constant maintenance. The employment, training, housing, and medical care are all necessities needed to find or create that needed purpose in life for so many veterans. While it is time history stops repeating it-self on veterans, it is also time for our government to stop doing the same thing over again while hoping for different results. One time $17 billion in additional funding to do it right the first time. . .

[WillowOne]

"In the latest outrage involving the VA, it turns out thousands of claims for benefits weren't even opened...."
----
The Bush "administration" was obviously anything but.

Department after department was asleep at the wheel.

The VA.

FEMA.

The SEC.

DOJ.

Absolutely sickening.....
Posted by formrusmcsgt at 2:13 AM : Mar 5, 2009

Oh yeahhhhhhhh, it was Bush's fault that a bunch of lazy arsed government employees in Detroit didn't open the freaking mail!!!! And weren't doing their jobs. Pro'bly a bunch of ACORN members...the prize of the democrapic party.

Just like it's Bush's fault he couldn't stick his pinky finger out and stop a cat 5 hurricane, when a bunch of people were too stupid to get out of it's way!!!

You people make about as much sense as the toad out on my patio.

[michael0004]

======================
And Bush inherited all of them from Clinton who hated the military and spat on them,
Posted by mrs_concrete at 6:13 AM : Mar 5, 2009


mrs. concrete, no surprise that you are in denial that Bush is responsible for anything that negative that occurred while he was in charge, but please spare us the despicable lies that you are spreading.

[michael0004]

mrs concrete, you need to take your head out of the sand where apparently it has been buried for 8 years. If you are looking to bash a President for the problems at the VA reported in this news article, Bush is the one you need to be bashing inasmuch as these abuses all occurred during his presidency. But, of course, Bush is not responsible for anything that occurred during his administration. It is always someone elses fault. Yeah, right!

[rickwar98]

"I'm proud to be here today with our veterens"

"Ok now let's get the hell out of here and ignore them and their needs" They'll never notice with all the other lies I told them and the American people. Let's roll, mission accomplished!"

George Bush

PS: Send a note to Rush that we support or vets and he can pass it on to the other brain dead lemmings neo-cons.

Yep baby! Mission Accomplished!

[mjvwsr]

and soon our health care system will be run by the same bureaucratic idiots. It's not a republican thing or a democratic thing it's a GOVERNMENT thing

[babooph]

Should it have been run in a "business" fashion -like the banks & auto co.s & ins co.s?