The report is correct that its not an indication ofquality care, but its the only possible metric to measure access to the system in the first place. The problem at the VA isnt that wait time was being measured, its that the VA leadership at all levels is focused more on protecting the bureaucracy than on serving its customers, because it has no competition to get it focused on customer service. Another problem area in the report is resources which means budgets: The technology behind the basic scheduling system is cumbersome and outdated. Additional resources, including doctors, nurses, trained support staff and other health professionals, are needed. Many of the resource issues facing the VA are similar to what exists in the private sector.
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