Healthcare Inspection — Radiology Scheduling and Other Administrative Issues, Phoenix VA Health Care System, Phoenix, Arizona

OIG conducted an inspection in response to allegations regarding appointment scheduling, staffing, and other administrative issues in the Radiology Department of the Phoenix VA Health Care System (facility), Phoenix, AZ. We substantiated the allegations that a Microsoft Outlook software calendar was used to supplement radiology scheduling, that radiology appointments were not reflected on the patients’ clinic appointment reminder lists, and that radiology clerks had no access to the facility-wide scheduling system. We also substantiated that films and files had been stored in the basement and were not easily accessible to staff for a limited time and that the Radiology Department had insufficient clerical staff. We recommended that the Interim Facility Director ensure that the Radiology Department uses software that is consistent with VA policy to schedule appointments. We also recommended that Radiology Department managers explore the use of the scheduling system by radiology clerks, develop and implement a scheduling policy and a formal training program for clerks, monitor clerical needs to ensure all radiology areas are staffed, and implement the facility’s plan for centralized radiology scheduling and procedures to ensure a timely response to phone calls or messages.