Vietnam War veteran Charles Thompson stood up and pleaded for quicker medical care and help at a town hall meeting Wednesday for one reason — his grandson. It was his third time requesting assistance from the Department of Veterans Affairs.
“The saddest thing is I have a 7-year-old grandson and he asks me everyday, ‘Papa, how much longer you got to live?’ Everywhere I go, my grandson goes with me and he hears the doctors tell me, his dad and his mom that I have only a year to three years left,” Thompson said. “When a 7-year-old hears that, he looks at me and says, ‘It’s not fair at all.’ Right now, all I want to know is how my status can be fulfilled the fastest way for me to enjoy my life with my grandchildren.”
Thompson said he was diagnosed with cancer in April and continues to go to the doctors he is told to see, including those at Tripler Army Medical Center in Honolulu, a visit that happened a week ago and was made possible through financial assistance from family members. He put in a claim with the VA in August and was told it would take three to six months. In February, he received a letter stating the VA was working on his compensation. He has done the necessary physical and submitted the requested documents, including the evidence of Agent Orange exposure. Still he is waiting. Thompson hoped by telling his story Wednesday it would result in faster services not just for him, but all veterans.
“The thing that bothers me and us vets is, when we are in uniform, the demand for our service is now, do it now, but when we’re out of uniform, the demand for our service is whenever or ‘Go stand in line’ or ‘We can’t go help you right now.’ … Why is it that way? It’s up to you guys to give us the service we need.”
Thompson was among the roomful of people at the Kona Veterans of Foreign Wars Post 12122 who voiced criticism and concerns about the care local veterans receive. Veterans and their family members spoke about running into roadblocks and long spans with no response from the VA when applying for benefits or trying to get the care needed. They urged the VA and TriWest Healthcare Alliance to build a stronger network of health care providers on the island and in the state while also explaining the problems encountered in getting the services they need.
Frustrations were also expressed about some staff members acting unprofessionally, including allegedly lying to pacify a situation, and their lack of training or knowledge of protocols. A few veterans talked about the difficulty in being qualified and re-certified as a volunteer van driver for a program run by the Disabled American Veterans and VA. Besides asking questions, attendees frequently asked for more information and how to get involved in making the system better.
The Department of Veterans Affairs Pacific Islands Health Care System held the town hall in an effort to enhance its transparency and meet the needs of the community. The event also had representative from the VA and local veterans programs available to help with health care enrollment, claims and compensation benefits, education, training, vocational rehabilitation benefits and other needs.
“There are always things we have to improve and there’s always things we have to address and knowing what they are is very important,” said Wayne Pfeffer, the VAPIHCS director for the last year and a half. “These town halls really help us understand the experiences you’re having and what we can do better.”
A year ago, an internal Department of Veterans Affairs audit revealed Hawaii had the longest delays for veterans waiting to see a doctor for the first time. Veterans were reportedly waiting an average of 145 days to get care at the VA Medical Center.
Pfeffer is “optimistic” the situation for veterans is improving, despite the fact that issues still exist. Since the audit, he said local VA leadership quickly developed a plan and the number of patients on Hawaii’s wait list has shrunk from more than 1,400 to “a good level, not a perfect level.” Still, there are more improvements to be made, he added.
Pfeffer said Congress appropriated funding for hiring in Honolulu and throughout the islands. One thing Pfeffer immediately noticed upon taking his position was that while the VA had been hiring physicians, it had not been hiring the necessary support staff. So doctors were doing the type of work that clerks and nurses should do, resulting in “the less than ideal” number of patients being seen and contributing to the backlog. More support staff has been hired to take some of the workload off the physicians and physicians are getting to see more patients.
Dr. Bruce Nelson, chief medical officer for the Kona Community Based Outpatient Clinic, shared the changes at his clinic, which has two primary care teams, and apologized for the problem of phones not being answered in a more timely fashion. He told attendees to not give up in trying to reach them and to leave a message, send a fax or visit the clinic.
Nelson said a licensed practical nurse, who worked with him and handled consults, left about a month ago and a replacement is being sought. Nelson also stressed that he and his staff are working to fill that void. The clinic also plans to hire a new registered nurse to help with case management.
The rural health extension team used to travel to Ocean View, Hawi and Waimea, but the team’s primary care person had to go back to the mainland for personal reasons. A new person has been hired, is in the process of getting up to speed and will hopefully be in the field soon, Nelson said. The clinic has also put together a mental health extension team, he added.
“Things are getting better and we look every day at the way we work on every island,” Pfeffer said. “We look at the number of patients scheduled, how long it takes, and we track it to make sure we’re always moving in the right direction.
The VA’s Pacific Island system includes Hawaii, Guam, American Samoa and Mariana Islands. It has one of the highest growth rates in the nation, which is 5 to 8 percent additional veterans a year, Pfeffer said.
Kalaoa resident Pam Punihaole attended Wednesday’s event not to complain, but to provide awareness and the information she has gained through experience. She has been at odds with the VA since 2007 while trying to be an advocate for her husband and other veterans.
“We should never forget these veterans who have paid their dues with their service. They shouldn’t be running into brick walls to receive their entitlements,” Punihaole said. “What I want is for the VA to recognize my husband’s individual need and provide it.”
To voice concerns or for more information, call the local VAPIHCS Call Center at 800-214-1306. Veterans Choice Card questions can be directed to 866-606-8198.