WASHINGTON — The Veterans Affairs Department with its 14 different password-protected websites is too complicated for most veterans to navigate, new Veterans Affairs Secretary Robert McDonald said Monday as he promised to make it easier for veterans to get disability benefits, health care, job training and other services.

The VA must “put veterans at the center of everything we do,” he said.

McDonald took over the agency in late July after former VA Secretary Eric Shinseki resigned amid a political furor over veterans in need of medical care having to wait months for appointments at VA hospital and clinics. Investigators said efforts to cover up or hide the delays were systemic throughout the agency’s network of nearly 1,000 hospitals and clinics.

At a news conference at VA headquarters, McDonald unveiled what he called a three-point plan to rebuild trust among veterans, improve service delivery and set a course for the agency’s long-term future. The plan should be implemented by Veterans Day, Nov. 11, he said.

The former Procter & Gamble CEO also said he wants to make the VA less formal, starting with his own title. “Call me Bob,” not Mr. Secretary, he said.

He gave his cellphone number to a roomful of reporters as a sign of his intent to open up what he called the VA’s closed culture, which he said has made it difficult to root out problems at the agency’s far-flung local and regional offices.

Advertisement

McDonald is scheduled to testify Tuesday before the Senate Veterans Affairs Committee about a report by the department’s inspector general on delays in patient care at the VA’s Phoenix medical center, where a whistleblower first exposed long delays in patient care.

The report said workers falsified waiting lists while their supervisors looked the other way or even directed it, resulting in chronic delays for veterans seeking care. The inspector general’s office identified 40 patients who died while awaiting appointments in Phoenix, but the report said officials could not “conclusively assert that the absence of timely quality care caused the deaths of these veterans.”

Three high-ranking officials at the Phoenix facility have been placed on leave while they appeal a department decision to fire them.

McDonald called the report troubling and said VA officials “feel terrible” about the problems the report revealed.

“We have worked on remedies for everything that they pointed out,” he said, noting that three of 25 recommendations by the inspector general have already been implemented.

Paul Rieckhoff, founder and CEO of Iraq and Afghanistan Veterans of America, said he was impressed by McDonald’s commitment to veterans.

“In his first few weeks, Secretary McDonald has continued to show veterans he has our back,” Rieckhoff said, noting that McDonald has repeatedly called for changes in how the VA operates.


Only subscribers are eligible to post comments. Please subscribe or login first for digital access. Here’s why.

Use the form below to reset your password. When you've submitted your account email, we will send an email with a reset code.