Suggestions for improvement
- RN's and LPN's should be able to place orders, do procedures as in private sector w/ provider sign off. Providers should not be spending time ordering coban, test strips. Consults and other documentation are ungainly and redundant. Secret shopper Veterans could provide valuable insight into customer perspective. Administration should spend a day with each team or specialty service to see function and hear feedback before enacting changes. Veterans are also not held accountable-those who are service connected for conditions are not required to receive treatment, but continue to be paid for the condition creating a culture where staying ill guarantees benefits. Agency should limit internet usage-some people work all day, stay late w/o pay to complete documentation while others languish on Facebook or shopping sites. State agencies throttle internet, limiting to .org, .gov, .edu sites-opening full .com internet for only a couple hours at lunch. There should be "spot check" days where internet use is tracked and addressed. There is no method whereby a substandard employee can be reported and action taken. Primary care providers are overworked, have far too many clerical tasks and are placed in cubicles to work-forcing them to walk through the waiting rooms back and forth to each exam room. There is no metal detector on site-despite increased patient anger over reduction in opioids. Patients are allowed to bring dogs-clearly NOT service dogs-into the facility without challenge. They are allowed into exam rooms where we have to see our next patients.
What I like about the company
Majority of staff are there because they believe in the mission. There is an environment of respect and staff support one another. Ability to avail oneself of excellent learning materials-access to empirical websites and CE's. Good benefits, vacation and retirement plans.
What I dislike about the company
Administration out of touch with boots on the ground. If admin took the time to spend a day with providers, staff and Veterans-observing the process, system and function from the perspective of the customer and employee-functional changes could be beneficial. Fragmented-constantly initiating new programs, redundant processes which are not cohesive or sensible and do not integrate with current process or systems requirements. No patient navigation which would eliminate Veteran misunderstanding of system and reduce complaints and use of patient navigation. Veterans may resist treatment if they are paid for a service connection such as PTSD-they fear treatment and wellness will affect their payment/benefits. Admin has not addressed gun control-Veterans who need treatment most refuse as they think VA will report them and they will lose their gun rights. No ad campaign has addressed this. Providers do far too much clerical work, redundant documenting, i.e., a doctor should not be wasting time ordering bandages, test strips or sizing shoes for diabetics. RN's and LPN's do not complete clerical, admin or treatment procedures as in private sector-providers must give injections, etc. Conflicting process/initiatives Whole Health program suggests addressing global wellness of patients, yet another program reduces mental health appointments to half hour. Admin doesn't educate veterans that benefits and medical do not have anything to do with each other. Getting treatment does not activate benefits. Benefits officers tell people to work outside of the system to obtain documentation and care. Admin should be on floor to see daily function instead of constant meetings to develop process and protocols that do not increase efficiency or quality of care.