“In 2020, VA began implementing its new electronic health record (EHR) system, including a new patient scheduling component, to replace an antiquated system that Veterans Health Administration (VHA) medical facilities have used since the 1980s. The EHR modernization efforts are intended to provide veterans with a lifetime comprehensive health record that builds on the system used by the Department of Defense. As part of VA’s $10 billion EHR contract with Cerner, the new scheduling system is expected to provide many advantages to VHA personnel and patients. Proposed improvements include enhancing efficiency and the user experience, minimizing disruptions in the delivery of care, and offering enhanced appointment request and management tools. The new system should also allow schedulers to facilitate patients’ access to care, standardize workflows that improve patient access, and empower veterans to participate in their own care…”
“What the Review Found
The new scheduling system has the potential to transform VHA scheduling. However, the OIG found that VHA and OEHRM knew of significant system and process limitations before or after implementing the new scheduling system at the Columbus and Spokane facilities without fully resolving them. These limitations reduced the system’s effectiveness and risked delays in patient care…”
Access the full 45-page report here.
Source: New Patient Scheduling System Needs Improvement as VA Expands Its Implementation – November 10, 2021. VA OIG.
