Healthcare Inspection Alleged Denial of After-Hours Care at the VA Central Iowa Health Care System’s Knoxville Division Knoxville, Iowa

The purpose of this inspection was to determine the validity of allegations that three veterans who attempted to access care after 4:30 p.m. at the VA Central Iowa Health Care System’s Knoxville Division, Knoxville, Iowa, were denied care. We did not substantiate that these veterans were denied care. We found that a number of employees did not fully understand the new procedures which were implemented March 1, 2008, when the hours of operation of Knoxville Division’s Building 1 were changed to Monday through Friday, 7:00 a.m. to 4:30 p.m. We recommended that managers ensure that employees who might have to deal with medical emergencies and veterans seeking care after hours have the necessary information, clear guidance, and instruction. We also recommended that the system establish a policy to address the response to and management of emergencies which occur on VA grounds.