Veterans Affairs

I tried to call & get a PT follow up, as recommended by Dr. Blankenship last year, & told a note would be sent to yet another PC, Dr. Green. Three days later I got a call back telling me I HAD to see the PC «because it’s been a year since you were seen by physical therapy and the doctor says you need to see her first.» Thankfully I could be seen the following Monday. I left work an hour & 45 minutes early for my 3pm appt, then told they were running behind due to a power outage earlier in the day. Carlos told me upon check in that he was going to call my about my orthotics arriving, so why couldn’t they call me & tell me to show later?
I was finally seen at 4 pm, an hour after my scheduled time. Dr. Green seems to have good intentions, though frustrating to have her repeatedly push labs on me after I told her five times that after three previous submissions, this CBOC should have recent labs from my civilian provider scanned into the system. After enough pushing, she finally located them. The appointment hit a further rough patch when she told me I could’ve just scheduled the PT on my own. I made it clear that I was told that I HAD to come see her first, by her own direction. She prescribed wrist braces, but alas, the CBOC was dark & the last guy there escorted me out the door with two LEFT braces & no one to schedule my follow up labs, leading to more time wasted at work on hold today.
Thankfully I got Tabitha on the phone, who seems to understand that some of us work & can’t take repeated time off. She managed to find me a right wrist brace, and schedule the remaining labs Dr. Green wants + my PT at the same time & within my schedule. Thanks, Tabitha, I appreciate the efficiency. PS The clerks are still asking very personal questions for the entire lobby to hear.

Here’s the info.
4 regular MSA (the admins who answer phone and «bridge» to Dr.) on staff,
Kathy= best they get
Carlos=damn good
Kathleen= OK in person, not on phone
Rhonda=horrid, avoid at all costs.
Mr. Nelson-​New office manager/​supervisor. = 60 days on job, nice enough but bad (old NCO) trait of defending subordinates without taking responsibility/​acknowledge problem. Been there done that too, just be aware so you know how to approach him.
Dr. Fields=retired (she was great),
Dr. Hendrickson= don’t mess around. He’ll blow you off if he thinks a second of his time has been misused. But knowledgeable, also be prepared to be told to lose weight (regardless of anything else).
Lorna Cook, PA.= nothing bad, nothing spectacular, which is comparably good here.
ALL providers difficult to get appointments, usually 6 – 12 week wait for general appointment.
Providers come and go quickly. The clinic can’t retain staff and can’t get numbers up to operational strength. As soon as they fill a slot someone leaves. Maybe the new office manager will help things but, judging only from my contact, he’s more into keeping problems in house and defending his troops than taking necessary action. i.e. I don’t know if he recognizes when it’s time to verbally counsel and when to actually do the Article 15. He admits he’s inherited a nightmare and has already dealt with four Congessional inquiries, and there will be more.
Bottom line: we’re stuck using the SV CBOC. Keep your own records, stay on top of the clinic, deal with the good eggs, make your own follow-​up calls if they don’t call you, write down who you deal with, why, when and for how long, don’t be afraid to call the Congressman’s office (they are well aware of the problems). Above all remain motivated, engaged and calm.

Have always found staff to be friendly and professional. Main complaint is the same as any other VA facility, they’re understaffed and overworked. I don’t mind waiting as long as you tell me with a smile. ;)