Sherman Howard, a patient at the Atlanta VA Medical Center, said wait times are still an issue at the facility during a Jan. 27 town hall meeting sponsored by the Legion. (Photo by Marty Callaghan)

Veterans say changes still needed at Atlanta VA

The Atlanta VA Medical Center came under scrutiny in April 2013 after three of its mental-health patients committed suicide. The VA’s Office of Inspector General (OIG) reported a link between the deaths and management failures on the part of VA staff, as well as an ineffective tracking and monitoring system.

The Legion’s System Worth Saving Task Force is checking back in with the facility to see if the situation there has improved since last spring’s tragic events. The consensus, according to veterans who attended a Legion town hall meeting Monday, is that things are better, but changes still need to be made - particularly an increase in staff and correcting a problem with the phone system.

One veteran, John Smalls, said the Atlanta facility “has made some good changes” but “this VA is not equipped - they need to hire more people.” He suggested Congress provide more funding to the medical center so it can substantially increase staff.

John Hamilton, a veteran of the war in Iraq, said the facility “has its problems, but these problems are nothing compared to what I’ve seen at some of these other VA (hospitals). My counselor is like gold.”

Another veteran, Sherman Howard, highlighted communications and wait-times as two major problems that must be solved. “Veterans are suffering,” he said. “It should be an honor to serve the veterans of this country.”

Several veterans observed that communications between patients and clinicians needs  improvement. They also said the medical center’s phone system leaves much to be desired. “The phone keeps ringing or is out of service,” one veteran said. “No one answered the phone.” Another veteran said he stayed on the VA phone line for an hour before getting cut off.

Greg Kendall, a public affairs officer at the VA facility, said he was the “first one to admit the phone system is the No. 1 complaint that we get on our Facebook page.”

Korean War veteran Walter Lamond praised the Atlanta hospital as “one of the top five in the country and, as far as I’m concerned, it’s the top one.” He encouraged any veteran with a health problem from military service to seek out a service officer and report it.

Howard said the VA facility’s new director, Leslie Wiggins, is “trying really hard.” Another veteran said she took over at a very difficult time, about a month after the VAOIG report, “when the hospital was already on suicide watch.”

Mike Noles, service officer for the Legion’s Department of Georgia, praised Wiggins as “absolutely top-notch.” He said she sometimes removes her name tag and walks around the hospital “to see what is going on in the veteran’s world. She is doing a marvelous job in just about every aspect I can think of.”

Wiggins meets with veterans service officers on a monthly basis, Noles said, “And if we’ve got a problem that she can fix without having to go to Washington, she fixes it pretty darn quick.” One project under way is to improve the facility’s phone system; community-based outpatient clinics in the system are also being upgraded.

Veteran-patients there gathered as part of a town hall meeting, which was facilitated by two members of The American Legion’s national staff in Washington: Verna Jones, director of the Legion’s Veterans Affairs & Rehabilitation Division, and Ed Lilley, the Legion’s senior national field representative. They are part of the Legion’s System Worth Saving Task Force, which evaluates annually the quality of health care at VA medical centers. The Department of Georgia’s commander, Lynne Rollins, also attended the event, hosted by American Legion Atlanta Post 1.

The town hall meeting preceded a two-day visit by Jones and Lilly to the Atlanta VA Medical Center, to conduct interviews with key administrators, medical staff and patients.

“It doesn’t end here,” Lilley said at the meeting’s conclusion. “We bring your comments, we bring your feedback with us on these (VA medical center) site visits. We’re going to share your concerns with the executive leadership. Some of your concerns, if you ever get the chance to see our System Worth Saving report, will be inside that report.”

Jones told the veterans that “To come in and to listen to your concerns -- to try to help you out -- that’s why we exist, that’s what we do.”


  1. HI Robert, Sorry about your time at the ATL. VA but thats the way that place is. Ho by the way if you need any kind of real dental work don't go their ether. I have 5-1/2 years in for implants ( upper only. ) you would not believe what I got and what I am still going through. 99 miles one way to Dublin,Ga. to get what I got at my on expense and a trip every 6 month for repairs. my dentist at ATL. stayed out of work for 2-1/2 years and no replacement. IT WOULD BE NICE IF THEY OPENED A DENTAL OFFICE THEIR!!! Richard
  2. I must have been ms-informed, but I had understood that 100% service connected Disabled Vets received preferential treatment at the Emergency rooms at VA Hospitals? I too am a 100% S/C DAV and suffer with Vertigo. As a result, I have fallen many times. The most severe fall resulted in a tibia/plateau fracture to my right knee. My son took me to the emergency room at VAMC Atlanta. We got there and checked in at about 11:30 AM, my knee had swollen up twice as big as normal and I was in extreme pain. By 3:30 the staff had let a number of people in ahead of me with nothing more than the sniffles and what seemed to be minor ailments. I went back to the check in window for the third time and the little girl there told me that I would just have to wait my turn. When I reminded her (not very quietly) that several people had come in after me and had already been treated and were gone, she promptly let me that "She did not have to take this SH--T from me" and she put on her coat and left. I never got to see even a nurse there and my son then took me to a private hospital where I got right in, x-rays were taken, pain meds were given and I was treated with respect like the appreciated the opportunity to help me. Now I have a plate and several screws in my knee to hold it all together. Richard, I have the same card attached to my driver's license!
  3. I have 2 cards one in my wallet and one taped to the back of my drivers license, That say DO NOT TAKE OR SEND ME TO THE VA Hospital on Clairmont Rd. Atlanta,GA. ( FOR ANY EMERGENCY PLEASE! ) That is how I fill about the Atlanta VA. Richard Samples A 100% Disable Vet
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