Congress evaluates VA's community care scheduling improvements amidst technological challenges

The U.S. House Committee on Veterans' Affairs held a Subcommittee on Technology Modernization Oversight Hearing on May 6, 2025, focusing on the scheduling processes for community care within the Department of Veterans Affairs (VA). The meeting highlighted the urgent need for improvements in how veterans access healthcare services in their communities, addressing significant inefficiencies in the current system.

The hearing underscored that the scheduling process for community care appointments has been cumbersome and time-consuming, often requiring multiple phone calls between veterans, VA staff, and community care providers. This outdated method has led to delays in care, with some veterans waiting weeks for appointments. In 2023 alone, approximately 2.8 million veterans utilized community care, emphasizing the growing demand for efficient scheduling solutions.

A key topic of discussion was the External Provider Scheduling (EPS) program, which aims to streamline the appointment scheduling process. EPS allows VA schedulers to access community providers' appointment availability directly, significantly reducing the time needed to book appointments. Currently, EPS is operational in only about 20% of VA medical facilities, limiting its effectiveness. While the average appointment scheduling time has decreased to just seven minutes with EPS, the program's expansion is critical to meet the increasing demand for community care.

Concerns were raised regarding the Biden administration's previous decisions to pause recruitment of community providers into EPS and to deactivate sites where the program was already functioning. These actions have raised fears that the program may not reach its full potential without strong leadership and commitment from the VA. The subcommittee emphasized the importance of overcoming bureaucratic hurdles to ensure veterans receive timely access to care.

Additionally, the hearing addressed the need for better integration of technology and workflows in the scheduling process. Witnesses discussed the potential of tools like WellHive, which connects community care provider calendars with VA referral management teams, potentially reducing scheduling times to as little as six minutes. However, the effectiveness of such systems relies on the participation of a robust network of providers.

The subcommittee members expressed a commitment to ensuring that both community care and VA direct care are adequately resourced, emphasizing that technology alone is not a solution. They called for a comprehensive approach that includes improving workflows and training for VA staff to enhance the overall scheduling experience for veterans.

In conclusion, the hearing highlighted the critical need for modernization within the VA's scheduling processes to better serve veterans. As the demand for community care continues to grow, the successful implementation and expansion of programs like EPS will be essential in providing timely and efficient healthcare access for those who have served the nation.