I wrote most of this last night with some revisions this morning. Sorry if it’s choppy.
I sent this to the VA patient advocate.
I had a dentist appointment at the Randolph clinic at 2:00 yesterday afternoon. I was told I would be picked up at my house at 12:45.
At 12:50 no one had arrived. I called and was on hold for five minutes. After someone answered I explain my situation to the gentleman, he puts me on hold for another five minutes and after he comes back on the line says I have to wait 15-20 minutes.
After 20 minutes I called back. I was told my ride would be there shortly.
After the ride arrived, we had 20 minutes to get there.
Thank goodness the trip should not be very long because I have to go to the dentist at Randolph Air Force base.
The driver did well and got us there no problem, but I would like to know the law that requires them to put a strap across my chest? (Not part of the seatbelt strap) Some drivers do it others don’t. Honestly, it seems like more of a hazard to me.
Then my appointment ended so I called and was told that my ride would be there in 45 minutes or maybe an hour.
After a few minutes I noticed that the VA would close before my ride was scheduled to arrive to pick me up. I called back to the VA to find out what I do if the ride doesn’t get there before the VA closes at 4pm. The gentleman said I call after hours operator. He also said my ride was in route and should be 15-20 minutes. ?
So at 4:40, more than an hour after I had originally called I was still waiting, The after hours gentleman , I use that word loosely, hung up on me twice. Said to call him back after five minutes then backtracked. Hopefully our ride arrive in 15 minutes.
It’s 4:47 now as I write.
I was told to call back at 5:00. I did. No one answered. By that time people that work at the Randolph Clinic are getting worried and asking me questions. Finally I got thought because the one air force sergeant encouraged me to call. She heard how long the phone rang before someone answered. I always have my phone on speaker.
Then at almost 5:30 and shadows are getting longer and my wife who is traveling with me, because she is my assistant, I am in a wheelchair and my movement is restricted because of stroke/brain injury, my wife was ready to bawl. The person that was routing calls at the VA put me though to Arcadian. (The company that the VA contacts with to provide rides) I was told again that we would be picked up it 15-20 minutes, the lady I spoke with said the driver went 15-20 minutes out of his way because he didn’t know where Randolph Air Force base was. I listen to there stories. Then I spoke with Complaints. Between the VA And Arcadian essentially throwing each other under the bus, and me wanting to be home hours ago, this was a very good example of incompetence at every level of the chain of command except the bottom.
I am beyond disgusted we were not picked up until about 6:00 pm. The driver said he was just assigned. The driver, dispatch, after hours operator in the emergency department, all gave me different reasons the ride was late and gave different time frame when the ride would get there. There were so many stories flying around by this time my head was spinning.
I thought I would try the VA travel again, since it has been, I believe over a year since I last used the service.
Nothing has improved or changed since I last used the service. I would dare say it has gotten worse.
I do not want ANYONE from the travel department to contact me. Specifically gentlemen named _______ , ______________, or __________. _______, I think the head of travel department, would gaslight me, trying to convince me how things used to work never happened. Russell’s supervisor, Mr. _______, was at one time helpful. Then because I disagreed with what he said one day he hung up on me. Mr. Bradley’s supervisor, Mr. ____ told me, because I was the only veteran that complained about the travel shortcomings one day, that meant the shortcomings never happened.
I do not wish to be contacted by the three individuals listed above or anyone in the travel department. If the director or his immediate staff wish to contact me that is fine.
I have no plan or intention to use VA travel service in the future, if I can avoid it. Until I have proof positive that things have been changed to a way that works for all veterans the travel service, especially in concert with Arcadian, is abysmal .
I am more than willing to work together with someone to help improve things if someone will ask my opinion.
But I have learned from experience that I am just another veteran and need to just shut up once in a while in certain things. There are countless wonderful people that have helped me and work at the VA. I seriously qdoubt if any of the good people have any influence in the travel department most of the individuals I have spoken to seem apologetic about the flaws.
One “reason” I was given at one time that no one in the travel department can work after 4:00 is because of union agreements. I would dare say until all veterans are home from there appointments SOMEONE should be manning the travel department directly and it should not be pushed to night staff who are not as well trained in that area.
_______
Just my thoughts and concerns from yesterday.