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VA Fails to Track Veterans Care Calls
A watchdog report found that many United States Department of Veterans Affairs medical facilities failed to track nearly one million calls from veterans seeking specialty care, raising concerns about access to timely healthcare.
The Department of Veteran Affairs partners with Naval Hospital Pensacola by DVIDS
A preliminary advisory from the inspector general of the United States Department of Veterans Affairs has found that many VA medical centers are not properly tracking phone calls from veterans seeking specialized healthcare, raising concerns about access to timely treatment.
The investigation stems from ongoing complaints by veterans who report difficulty contacting healthcare providers to schedule or modify appointments. In one example cited in the report, the spouse of a veteran attempted to secure a radiology appointment after fearing that her husband’s cancer had spread. According to investigators, she made multiple calls in March of last year, but the calls went to voicemail, and she did not receive the promised follow-up within 24 hours.
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Investigators also documented several cases in which veterans said they had to travel directly to VA medical facilities because they could not reach staff members by phone. Similar experiences were reported during site visits by the inspector general’s office to VA facilities in Miami and Washington, D.C
The advisory report found that the Department of Veterans Affairs has limited ability to measure the full scope of the problem. Of the 15 VA medical centers examined, 13 lacked essential data on incoming patient calls. Over a 12-month period ending July 31, 2025, those facilities failed to record the outcomes of nearly one million of the 2.1 million calls made by veterans seeking specialty services.
Many of the untracked calls were directed to clinics providing services such as radiology and mental health careareas where delays could pose serious health risks. Veterans attempting to reach these clinics frequently reported frustration, uncertainty and long delays.
Advocacy groups have urged the VA to address the issue. Jon Retzer of Disabled American Veterans said the agency must ensure veterans can reliably contact specialty clinics and receive clear guidance for accessing care.
The audit examined phone operations in six specialties audiology, dental services, mental health, optometry, podiatry and radiology and found that leaders at the 13 facilities lacked oversight of call performance in 49 of their 78 clinics. Kyleanne Hunter of Iraq and Afghanistan Veterans of America called for stronger tracking systems and greater transparency.
Although the VA set targets in 2023 requiring facilities to answer 80 percent of calls within 30 seconds, the inspector general said it remains unclear whether these goals are being met because the agency lacks systems capable of tracking call performance. A full report with recommendations is expected later this summer.
Editor’s Note:
This report is based on a preliminary advisory issued by the inspector general of the United States Department of Veterans Affairs. A full audit report containing detailed findings and recommendations is expected to be released later this summer.
