Investigation Reveals Issues in Georgia VA Clinic’s Mental Health Services

Investigation Uncovers Barriers to Care for Veterans

A recent investigation by the VA’s Office of Inspector General discovered significant issues in the management of mental health services at the Hinesville VA Outpatient Clinic in Georgia. The clinic’s Choose My Therapy program, which aims to educate veterans about available mental health care options, ironically hindered access to necessary services.

The report highlights that the clinic did not effectively handle consultations and scheduling, resulting in substantial delays for veterans seeking care. The OIG found that clinic leaders did not use proper scheduling tools, opting instead for off-system spreadsheets to track patient attendance, a practice contrary to VA policy.

Concerns Over Scheduling Practices

The investigation followed a complaint in November 2023 that pointed out access barriers at the clinic, part of the Ralph H. Johnson VA Health System. The investigator’s report indicated frustrations over how the Choose My Therapy program was affecting veterans’ access to timely individual therapy.

The therapists’ utilization rates were alarmingly low, ranging from 32% to 68%, far below the Veterans Health Administration’s recommendation that such rates remain above 80%. This underutilization raises concerns about whether veterans were receiving the care they needed, as repeated delays and administrative hurdles negatively impacted their mental health.

Responses from the VA

In light of the findings, the OIG made six recommendations aimed at improving patient care at the Hinesville clinic. These include ensuring adequate patient loads for therapists, proper scheduling practices, and evaluating the Choose My Therapy program.

Responding to the report, Scott Isaacks, the director of the Ralph H. Johnson VA Health System, stated, ‘The Ralph H. Johnson VA Health Care System makes patient care and safety a priority, and we appreciate the Office of the Inspector General’s partnership in our continuous improvement efforts for veterans.’

This investigation serves as a reminder of the ongoing challenges faced by veterans in accessing mental health services and illuminates the need for continued scrutiny and improvement within the VA healthcare system.