Statement from AMVETS National Commander Jim Pidgeon on VA Secretary’s Remarks
The overall experience for veterans, or “customers”, at U.S. Veterans Affairs medical centers has been lacking in quality for far too long. AMVETS (American Veterans) is pleased that the VA is working toward the important measurement of customer satisfaction. That metric is central to all private medical care systems, as well at VA.
VA Secretary Bob McDonald’s unfortunate remarks Monday in which he drew a loose comparison between wait times veterans were facing to receive medical care and the lines for rides at Disneyland were not serious enough for the matter at hand. Waiting for VA medical care should not be compared to waiting in line at an amusement park. It is important to continue tracking and reducing wait times for veterans.
That said, this one sentence does not reflect the full context of McDonald’s overall message and the work being done at VA. In the full context, the need to focus on veteran satisfaction is something that can be agreed with by most, if not all, veterans and their families.
McDonald was unanimously confirmed by the U.S. Senate in a deeply partisan era in large part because of his successful business experience in bringing customers what they need and want. While his latest remarks were easy to spin, the fact is Disney is one of many successful business models the VA can look to through its ongoing transformation.
The VA remains focused on industry and businesses’ best practices and efforts to increase access and reduce wait times. The overall experience must be improved, and AMVETS is hopeful the new MyVA efforts and applications of business and industry best practices are positive steps in that direction.
AMVETS is committed to comprehensive transformation of the Department of Veterans Affairs Health Administration to best serve every veteran. AMVETS will continue working with McDonald and the rest of the VA leadership in a collaborative, transparent effort to create an overall positive experience for every VA “customer.”