Report Summary

Healthcare Inspection Allegations of Delayed Access to Care and Lack of Concern, Bay Pines VA Healthcare System, Bay Pines, Florida

Report Number 08-01863-08, 10/16/2008 | Full Report (PDF)

The purpose of the review was to evaluate allegations regarding a patient’s experience with schedulers in the Primary Care Call Center (Call Center) and the Cardiology Clinic at the Bay Pines VA Healthcare System (the system). We did not substantiate the allegation of delayed access to care despite the complainant’s reported symptoms. We could not verify the complainant reported an emergent situation or symptoms warranting a nurse’s intervention to schedule an urgent appointment. However, we determined that the complainant should have been scheduled for a primary care appointment within 30 days of his request. We also found that the schedulers acted in accordance with system policy regarding the patient’s request for a cardiology appointment. We did not substantiate the allegation of a lack of concern. Although the patient perceived that schedulers did not demonstrate adequate concern for his condition, we were unable to confirm or refute that the patient reported emergent symptoms that were ignored by Call Center schedulers. We made no recommendations.

12/10/08