I-Team: Fayetteville VA director addresses long wait times
FAYETTEVILLE (WTVD) -- The director of the Fayetteville VA Medical Center has responded to the latest data concerning wait times at the facility. The data ranks Fayetteville as having the second longest primary care appointment wait times in the country, which moved the facility up one unfavorable slot since last summer.
"I am not as concerned about the numbers as I am about our patients receiving care when they want care, [and] when they need care," said Elizabeth Goolsby, noting the data does not tell a complete story.
The numbers from the Department of Veterans Affairs show Fayetteville falls behind the Hampton, Virginia VA facilities. In the Sandhills region, patients are waiting an average of 28 days to land a primary care appointment. That's down seven weeks from the average wait last summer. The national average is six days.
Over the summer, the Fayetteville VA had an 83 day average wait for primary care and ranked third in the nation for the longest wait times.
Data obtained by ABC 11 from the Veterans Integrated Service Network also shows more than quarter of veterans who utilize the Fayetteville VA for primary care are waiting more than two months for their appointment.
"It's not the number. It's how you're providing access to care and what are your veterans' needs," said Goolsby on Thursday. "The number you see is face-to-face care times, but we're providing care on many other modalities that is not in that number and our veterans have told us when they want to been seen. How they want to be seen, and we're responding with those modalities."
Goolsby said some of those alternative methods of care include virtual and hotline care for veterans.
In October, the Fayetteville VA plans to open its new 250,000 square foot facility off of Raeford Road, which is where outpatient primary and specialty care will be located. Goolsby believes the opening, combined with last year's introduction of new clinic space, will help alleviate much of the wait time woes in an area that services seven times the annual veteran population growth than any other place in the country. She also said Thursday that she's confident the facility will be staffed with enough board certified physicians, who are being rewarded by the VA system with a higher pay scale.
Emergency room remains closed
Late last summer, the Fayetteville VAMC abruptly closed its emergency department, turning it into an Urgent Care facility.
A contract dispute with a physician provider was behind the indefinite closure. A new contractor was put in place last October, but there still are not enough doctors to operate the department.
Goolsby said Thursday she was unable to discuss the issues behind the stalled contracting because of legal matters tied to the agreement.
"We'll open the emergency room when we're absolutely sure we can provide consistent, safe care," she said.
Goolsby admitted the facility's rankings and shortfalls are challenging, but said she is "invigorated" by the veterans the facility serves each day. She reiterated her commitment to improving their experience.
"I want them to say 'I can get my care when I need my care,'" said Goolsby.
