The VA central office could solve this problem with more transparency and by taking a more hands-on approach with regional leaders, the report said. The report also blames the metric on wait time as beingunrealistic. A 14-day average wait time to see a doctor is unrealistic? That would only be the case in a single-payer system. The report is correct that its not an indication ofquality care, but its the only possible metric to measure access to the system in the first place. The problem at the VA isnt that wait time was being measured, its that the VA leadership at all levels is focused more on protecting the bureaucracy than on serving its customers, because it has no competition to get it focused on customer service.
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