Healthcare Inspection Clinic Appointment Scheduling Issues VA San Diego Healthcare System San Diego, California

The purpose of the review was to evaluate the validity of an allegation regarding problems with appointment scheduling, including long phone holding times (as much as 45 minutes), hang-ups, and the inability to leave messages due to the voice message box being full. From October 2007 through February 2008, scheduling call center data showed a call abandonment rate of more than 30 percent, while the goal is less than 10 percent. The scheduling call center manager acknowledged the problems and described actions in process to address them. We recommended that the Veterans Integrated Service Network Director require the System Director to ensure completion of the corrective action plan to improve the scheduling call center’s performance.