MEMORANDUM

Date: May 8, 2014

From: Director, Hines VA Hospital (00)

Subj: Accuracy in Scheduling Practices

To: Hines Employees

1. We are making an effort to improve clinic wait times at the Hines VA Hospital. The primary and
specialty care wait times for new patients are important to newly-enrolling Veterans as well as return
visits for Veterans. Hence, we are monitoring metrics to assure timely care.
2. The rules for scheduling appointments in the VA are complex. There are various steps that can make
the reported wait times look good without actually improving the timeliness of appointments. For
example, holding on to a consult for several days before creating the appointment in the scheduling
package shortens the reported wait time but creates longer actual wait times and considerable delays
for the patient. This and other similar maneuvers that decrease reported wait times, but do not improve
the actual experience of the patient, are not appropriate.
3. Over the years, with the complexity of the scheduling process and the pressure to improve reported
results, there have been instances across the VA where staff has taken steps to make wait times
look better. This memo is both a request and a plea that we all do our best to follow the
recommended scheduling practices closely to ensure our reported wait times accurately reflect the
actual experience of patients. Unless we know actual wait times, we are unable to truly understand
our supply and demand.
4. Leadership at the Hines VA Hospital and Network 12 is committed to outstanding, timely care to our
Veterans. If you believe there are unethical scheduling practices being conducted, please bring them to
the attention of our Compliance Officer, Shaneka Campbell-Alexander, or the Hines VA Executive
Leadership team.
5. Thank you for your continuing efforts in improving the experience of our Veterans and ensuring t he
scheduling practices are as accurate as possible.




Joan M. Ricard, FACHE