Access, customer service and other issues with VA come up during Legion town hall meeting in White City.
During a Sept. 22 American Legion town hall meeting in White City, Ore., area veterans expressed frustration with access, customer service and other issues involving the Department of Veterans Affairs’ Southern Oregon Rehabilitation Center & Clinics (SORCC).
Their concerns are a strong reason while a town hall was needed in the area – and in other areas throughout the nation, said one Legionnaire in attendance.
“I would say that these are needed all over the place,” said Keegan Hodges, the Department of Oregon’s second vice commander and a former county veterans service officer. “In Oregon, whether it’s in small cities like Burns or bigger areas like Portland, you see a lot of the same issues. These town halls, and the ones that VA is holding, will help the problems. Not quickly, but they will help.”
The one-hour meeting featured veterans from White City, nearby Medford and other areas, staff from SORCC and staff member John Howard from U.S. Rep. Greg Walden’s office. The meeting was conducted in White City because the facility ranked in the top 10 in the nation for longest patient wait times, said Ed Lilley, assistant director of the Legion’s Veterans Affairs and Rehabilitation Division.
Veteran Greg Culver of Eagle Point, who is 100-percent service connected, expressed frustration with access. He’s dealt with neurological disorders that have left him paralyzed from the waist down at times. He’s had trouble reaching his primary care doctor after meeting with specialists. He said he’s also been referred to fee-basis care.
“I’ve started getting calls from collections because (SORCC) wasn’t paying the bills,” Culver said. “Dental and optometry do an outstanding job (at SORCC). But as far as everything else, it’s a flat joke. Over the last four years I’ve spent close to $25,000 on my leg and my back because the facility will not pay the bills or do referrals.”
A World War II veteran, criticizing VA’s Priority Group classification system, questioned how any veteran – especially one from the “greatest generation” – could be classified as “non-priority.” The man’s wife said her husband needs heart surgery but hasn't been able to get appointment with his VA primary care doctor in more than a year. “We went to (SORCC) three and a half months, every single day, and said, ‘Where is our doctor,’” she said. “He needs to see her. She is the only one who can sign to get Portland (VA Medical Center) to take care of it. Guess what? She hasn’t done it today.
“How can VA do that to its patients? A private doctor would be kicked out. It just amazes me that they can sleep at night.”
Another Legionnaire asked where a veteran could turn if he or she felt they weren’t being heard by VA’s patient advocate. SORCC Director B. Don Burman urged the man to contact his office if he isn’t satisfied with the patient advocate’s response.
Debra Colestock, the wife of Vietnam veteran Harry Colestock, was critical of the way her husband and other veterans are treated at SORCC. “Please, in-service your people on professionalism,” Colestock said to VA staff at the meeting. “Remind them that they are here to service the veterans. We are not going into their facility to service them. I should not have to say, ‘Excuse me, my husband is hard of hearing’ and hear muttering under (staff’s) breath. Nor should I have them acting with a physical air about themselves that these (veterans) are disturbing them. It brings tears to my eyes, the things I’ve seen in that facility.”
Colestock did, however, praise some of the staff at the facility. “There are some really good people working there,” she said. “I don’t want anyone to think I’m talking about every employee.”
One veteran said that he’s received care at SORCC for 15 years. “I’ve received excellent health care,” he said. “But we’re in a broken world here. I’m not trying to defend them, but (VA) is understaffed, and there’s way too many patients for each caseload. But I’ve had outstanding health care since I’ve been here.”
The Legion will set up a Veterans Crisis Command Center in nearby Medford, Ore., at American Legion Post 15, 100 E. Jackson St. The center will be open from noon-8 p.m. today and from 8 a.m.-8 p.m. Wednesday.
- Veterans Healthcare