VA integrates new scheduling system to address patient backlog challenges

The U.S. House Committee on Veterans' Affairs held a pivotal Subcommittee on Technology Modernization Oversight Hearing on May 6, 2025, focusing on the urgent need to streamline scheduling processes within the Department of Veterans Affairs (VA). A key highlight emerged from discussions about the integration of new scheduling protocols aimed at alleviating the backlog of veteran appointments.

During the meeting, officials outlined a phased approach to implementing these protocols, starting with high-volume specialties such as dermatology and physical therapy. This strategy is designed to tackle the most pressing scheduling challenges before expanding to more complex areas. "They're applying the gas pedal and they're gonna move forward with it," one official stated, emphasizing the urgency of the initiative.

However, concerns were raised regarding the lengthy onboarding process for VA staff, which some members found perplexing. One committee member pointed out the discrepancy between the brief training time suggested by a witness and the reported seven-month onboarding period. "If things are taking 9 months to do it... that's hardly giving me confidence that we're gonna be able to expedite this," they remarked, highlighting frustrations over delays in the rollout.

The discussion also touched on the current methods of handling referrals and authorizations, which still rely on outdated systems like fax and secure email. A representative from WellHive, a software provider, noted that their platform is undergoing necessary security upgrades to facilitate smoother exchanges with community care providers. "Once that's completed, we're gonna take them into integral part key steps into going and working with the referrals," they explained, indicating a commitment to modernizing these processes.

As the hearing concluded, the emphasis remained on the need for swift action to ensure that veterans receive timely care. The committee expressed hope that the integration of these new scheduling systems would soon lead to meaningful improvements in the VA's service delivery. The anticipated completion of security assessments by fall 2025 is seen as a critical step toward achieving these goals.