Veteran’s Affairs (VA) Designed to Add Waste

Sometimes you just wonder if people design processes in order to create waste.  Like it is a hobby and creating all the waste is just fun for them.

People I am close with recently had a death in the family.  He was a veteran with illnesses from handling Agent Orange in Vietnam.  He passed at the VA hospital.

The family believes the unexpected complications that lead to his passing are related to his illness from handling the Agent Orange.  The VA hospital asked the family if they would like to request an investigation and the family did.

After close to 6 months, the family receives a letter stating the investigation is complete.  If the family would like to see the results they need to submit a request for the results.  Really?!  How many people do you know that request an investigation into anything and don’t want to know the results?  So the VA wants to create more paperwork and processing to send something the family requested months earlier.  Again, the family originally requested it.  Why wouldn’t the VA just send the results?

As ridiculous as that sounds, that isn’t the biggest waste of this ordeal.  A week later the family receives a letter stating they will receive the results via the mail within 2 weeks.  What?!  Why wouldn’t the VA just send the results?  They have already set the expectation that it won’t happen quickly because the investigation didn’t.

Someone has a job that is sending letters saying the information is being sent.

I don’t know where to even begin with this.  The family has been through enough.  The VA should be making things easy on the family and not more frustrating.

Quick simple solution.  When the family requests an investigation have the results sent directly to them after the results have been finalized.  No requests for sending the results.  No letter saying the results are in the mail.  Just send it.

When you hear of something like this, you really have to wonder if anyone is paying attention to this process and how it got designed so poorly.

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Posted on April 15, 2013, in Government, Process, Waste and tagged , , , , , , . Bookmark the permalink. Leave a comment.

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