S02E5 Tim Kelly, Politics of VA

The Politics of the Veterans Affairs

Veterans Care Healthy With Customer Contact Improvement Needs

November 7, 2021 – Health care provided to 9.1 million American veterans is exceptional though improvements are needed in areas of patient access, ranging from answering the phones to providing adequate parking.

“In a word, I would say the care we provide is outstanding,” said Tim Kelly, a recently retired Customer Care Coordinator with the agency. “But if I call, and nobody answers the phone, I’m not going to remember the care, I’m going to remember that someone didn’t answer the phone.”