The Harlingen VA Outpatient Clinic~Great Facilities, Apathetic Support Staff

     The combination of obvious patriotism and economic need gives one the impression that the Rio Grande Valley has a higher concentration of military veterans than other parts of the country.  That's an impression, not a scientific study.  Actually, it was a medical need that prompted my eventual father-in-law to join the army 65 years ago when his  3 year old daughter drank from a can of lye, burning a hole in her esophagus.  The young girl, my eventual sister-in-law, required 2 years of treatment at the San Antonio army medical facility,   My father-in-law more than repaid that debt with 30 years of military service.
     My wife Nena also joined the army as did two of her brothers.  All have availed themselves of the benefits offered to those honorably discharged including medical care.  In Nena's case, her medical needs have been cared for by the VA for the last 15 years as my medical insurance took a hit with cuts and subsequent retirement.  I've accompanied her on every lab test, office visit, procedure, means test, hospital visit and pharmacy pickup over that period.  I've made all of the appointments, reordered the pharmaceuticals, dealt with nurses, doctors, appointment specialists, security guards, teleprompters and chaplains.  So, despite not being a veteran myself, I have some distinct impressions about the quality and accessibility of medical care provided by the Veterans Administration.
     The Harlingen VA Outpatient Clinic is a superb facility, as is the newly added lab and eye clinic a few blocks away on Veterans Drive.  Brownsville would love a parking deck downtown like the VA just built next to the lab.  Nena has had two wonderfully dedicated young doctors since we moved back to the valley in 2004, first Dr. Benavides at the McAllen clinic and now Dr. Ayala at Harlingen.   7 prescriptions including expensive eye drops for glaucoma would be a huge expense monthly but the VA sends them for a tiny co-pay or even free depending on your means.
     The breakdowns are systemic, procedural and attitudinal.  The automated phone system can be impenetrable, recycling you through the same options and back again for as long as you care to hold.  If you do get through, you may immediately be put on hold.  Just put your phone on "speaker" and go on with your life.  Last month, after 3 days of futility on the phone, we drove up to Harlingen to make an appointment in person.   We stepped into a line marked "appointments", only to be told brusquely by a clerk that "appointments have to be made by phone."  When, I objected, he repeated his contention:  "You have to do it by phone.  Otherwise, it ties up the line."  We moved to another line.
     We detailed our experience to the lady caring for the adjacent line.  She explained:  "Oh, that's just him.  He's always that way."  Unfortunately, the VA has many employees just like him, most likely ex-soldiers with attitude.  The fewer people they deal with, the lighter their work load becomes.
     If you do choose to take advantage of the VA's wonderful facilities, be prepared to advocate for your health care needs vociferously and repeatedly.  Internal communication is not the VA's strong suit.  It goes beyond "the left hand not knowing what the right hand is doing."  The VA is more like an octopus without a central nervous system.  Each tentacle functions independently.
     Today we stopped by the eye clinic since glasses had been ordered over a month ago and never received.  We anticipated the exact reception we received.  The guy at the window stated bluntly:  "She doesn't qualify.  It has to be service related.  She's welcome to purchase glasses if she wishes."  I recited the details almost mechanically like saying the pledge.  No, it isn't service related.  It is medical.  She lost the sight in one eye due to glaucoma.  So, its not simply a vision thing, but a medical condition.  She qualifies.  She's been getting glasses from the VA for 15 years.  He wasn't totally satisfied but moved us on to the guy who measures the eyes and takes your order, the same guy we spent a half hour with the month before.  Surprisingly, he says the same thing, although he has Dr. Bohart's order for glasses.  In a pitiful move of deception, he pretends to have talked with Dr. Bohart.  "What did Dr. Bohart say?"  I asked.  "Well, I didn't actually talk with him.  He's been on vacation.  Give me just a minute."  He pretends to fumble through some papers.  "Oh, her glasses have been ordered.  She should get them in two weeks."  We left the office with the distinct impression he was just now going to order Nena's glasses.