Healthcare Inspection – Coordination and Delivery of Medical Care Concerns, VA Black Hills Health Care System, Fort Meade, South Dakota

OIG conducted a review in response to allegations received by Senator Tim Johnson’s office concerning poor coordination and delivery of care at the VA Black Hills Health Care System (system), Fort Meade, SD. We were unable to substantiate the allegation that the telephone contact and triage process in place during 2012 was cumbersome, resulted in delayed responses from primary care providers to patients calling for medical care or advice, or was set up to divert calls away from primary care providers. We did not substantiate the allegation that a veteran’s spouse received inaccurate information on obtaining emergency care outside of the system. The staff at the system followed the system policy when providing information on where to take the veteran for care. We did not substantiate the allegation of “negligence and medical errors” at the system during the veteran’s evaluation and subsequent admission in November 2012. Review of the electronic health records showed appropriate care of the veteran’s symptoms as they developed. We did not substantiate the allegation that VA did not make the veteran aware of all alternatives to care related to podiatry concerns. The veteran was seen by system podiatrists and treated appropriately. Referrals were made for non-VA care when indicated. We did not substantiate the allegation that a veteran’s spouse was denied care because of difficulty coordinating care under the Civilian Health and Medical Program of the Department of Veterans Affairs—CHAMPVA. The spouse chose to use non-VA care, when VA providers were available. VA does not fill prescription medications for CHAMPVA patients who receive care from non-VA providers. We made no recommendations.