Joe Gagliardo

Review of UCSD and VA San Diego

My most recent issue involved trying to get an app...

My most recent issue involved trying to get an appointment with my primary care provider. I called on Thursday March 1, 2018 to see my primary provider for lower back pain. I was told it would take three business days for a call back to set an appointment. Monday March 5th pain much worse called again and was told the nurse called your daughter on Friday and left a message. First my daughter lives 300 miles away, she is my emergency contact not my primary number and I called her, she has no messages. The call center made an appointment after much frustration for Tuesday, the next available appointment time.

If this sounds familiar to other veterans I should share another experience which I have been waiting over 30 days for a reply. I was scheduled for a colonoscopy in January. I was given a prep called "golightly" and instructed to arrive at early for my 0730 appointment to the GI lab. I arrived at 0700 to the location, the lights were turned off and I sat in my chair for 15 minutes before another veteran arrived. We both needed to use a bathroom, but none were in the vacinity. A worker arrived and instructed us that there is a bathroom, and pointed to a door a few feet away. We both ran to the door to only find that it was locked. We asked the worker if she could unlock and she said that she doesn't have a key. More patients arrived and each asking for a bathroom and the same response. Finally at 0735 the door was openned from the other side and we got up and they showed us the one bathroom that we all waited to use. Given that we are all taking a prep that causes all of us to use a bathroom regularly, wouldn't you think that the clinic where you wait would have a bathroom? I know it appears you only had to wait 35 minutes for a bathroom, try waiting after you were drinking "golightly" from the day before.

Now for a positive, I received at least 10 phone calls reminding me of my appointment. That was a bit excessive, but I certainly knew I had the appointment. After the procedure, not a call to see how I was doing, suggestion maybe you could use that same system to make sure someone shows up for their appointment to check on the patient after the appointment, just a suggestion.

Now some nursing suggestions, the nurses I understand are cold and need to wear a jacket to stay warm, but shouldn't cover up their badge so you can't identify who is providing your care. I had an IV started before the procedure, the first nurse told me my veins rolled as she dug around trying to get into the vein. I pointed out that she went through the vein as you can see all the damage you are doing and would like someone with more experience. The next nurse arrived and I asked her how long she has been working at the VA she said 6 months, which is fine, but did worry me a bit. Especially after she said "they have an IV start kit I am not familiar with" so this may take a bit to figure out. She then poked a few times and I shook my head thinking wow. She eventually got an IV in my arm. Just for the record I am thin, I have protruding veins, and never had been poked more than once in my life.

I can go on and on about my experience, but really what I want to do is assist the VA in providing better care to the veterans. I should point out that I worked for VA healthcare and the private sector healthcare for over 35 years, I hold advanced degrees and could be a good resource to help facilitate change that would better the veterans experience. And I have written a letter to do just that which fell on deaf ear. And lastly my assistance I offered free of charge. Embracing change might be exactly what you need, but taking those first few steps can seem almost impossible.