UPDATE: Vets Say V.A. In Charlotte Addressing Complaints

CHARLOTTE, NC — Veterans say the new V.A. Health Care Center in Charlotte is doing a better job.

In a special report in February, WCCB Charlotte found thousands of complaints filed against the center since it opened in 2016.

To read that report, click here.

Tuesday, we spoke with veterans and V.A. providers about the progress being made.

A lot of questions were answered Tuesday as veterans faced the new Director of V.A. Health Care in the Charlotte region.

“As far as getting a specialty appointment, sometimes it can be a little rough,” said Army Veteran M.D. Stoakley. “Sometimes, it can be two weeks to six months before you can get back in.”

Stoakley, told WCCB Charlotte’s Courtney Francisco about his problems at the VA Health Care Center Tuesday.

“That’s not what a veteran wants to hear or anyone wants to hear if they’re in pain right now,” said Stoakley.

Medical Center Director at Salisbury NC Va Medical Center, Joseph Vaughn, came to answer questions.

“Definitely not the experience I want somebody to have when they come to the V.A.,” said Vaughn.

Vaughn took over three months ago after my investigation revealed thousands of complaints against the Charlotte V.A. Health Care Center since it opened in April 2016 and more than 2,000 canceled appointments with a day or less notice.

“Those are the ones that really kind of make me lose sleep at night and think about how can we make sure that, if it doesn’t go right the first time, that we’re doing service recovery well enough that they want to come back,” said Vaughn.

He says the patient load in Charlotte is growing at 18 percent a year.

The V.A. is hiring more doctors.

It’s also adding staff to return calls and give earlier warnings about canceled appointments.

The V.A. holds events, like Tuesday’s town hall, quarterly to help vets navigate a system that covers many services like prosthesis, mental health, and primary care.

“Anytime you start having that many services at one location, just the navigation of it gets more difficult,” said Vaughn.

He says the V.A. is using a new law that gives it power fire employees faster.

“It speeds up the timeline and reduces the burden of proof,” said Vaughn.

“I have made a few inquiries about a few things, and they have been addressed,” said Stoakley.

The veterans are appealing benefit denials faster than ever.

“Geeze, in the past it would take years and years to be honest. Yeah,” said Mark Bilosz, Director of the Winston-Salem Regional Benefit Office “And with this new process, we’re really hoping to get a lot of decisions done within 125 days.”

He says the new system goes into effect in February 2019, but vets can use RAMP now. That’s a program that processes claims much faster.

To reach his office, call 336-251-0703.

If you have a service injury and need help managing your care and transitioning into the system, call 704-638-9000 extension: 14790. Timothy Nason can help.

If you need a patient advocate, call 704-638-9000 ext: 15502.

If you are a caregiver who needs help, call 704-638-9000 ext: 15507.