[Congressional Record (Bound Edition), Volume 162 (2016), Part 2]
[Senate]
[Page 1832]
[From the U.S. Government Publishing Office, www.gpo.gov]




                        VETERANS CHOICE PROGRAM

  Mr. DONNELLY. Mr. President, I rise today to talk about the Veterans 
Choice Program and the challenges some of Indiana's veterans are 
experiencing with its implementation.
  Our veterans have served our country and have sacrificed for our 
country every day. Some come home bearing physical or mental wounds. 
Some bear both. Serving also means being away from their families, who 
also sacrifice for us. Veterans have missed their sons' or daughters' 
first words, first steps, birthdays, little league games, holidays, and 
many other life milestones that we all treasure.
  When our veterans first come home, they are met with the many 
challenges of settling back into everyday life, which can include 
stress from finances to reconnecting with their wife or husband and 
sons and daughters. Some, as mentioned, must deal with the physical and 
mental wounds of war.
  All of our vets should be able to have peace of mind that they will 
be able to have a good-paying job and access to quality health care. 
Our veterans should not be burdened with wondering if or when they will 
be able to schedule a medical appointment.
  While we can never fully repay our veterans or their families for 
their service and sacrifice, our country has a sacred responsibility to 
honor our veterans and to take care of them. Serving our veterans and 
making sure they receive the best care possible, whether for physical 
ailments or for mental health challenges, is something I take very 
seriously. We are committed to ensuring each and every one of them has 
access to quality care and the full range of benefits they have earned 
by their service.
  Following gross mismanagement and misconduct at several VA medical 
centers nationally, in 2014 Congress passed the bipartisan Veterans 
Access, Choice, and Accountability Act that was signed into law. The 
law established the Veterans Choice Program to help address the 
inadequate access to care that our vets were facing. The program is 
designed to enable veterans who can't see a VA doctor within 30 days or 
who live more than 40 miles from a VA facility to access a local non-VA 
provider using a Veterans Choice Card.
  Unfortunately, there are repeated examples of the Veterans Choice 
Program coming up short. It is our responsibility as legislators to 
review, follow up, and ask questions about this program we helped to 
put in place to make sure it is working correctly and efficiently.
  I stand here today to state that some Indiana veterans are 
experiencing problems with the Veterans Choice Program, and we must 
work to address these issues and to solve them.
  There are two third-party vendors contracted to help the VA implement 
the Veterans Choice Program around the country and in Indiana--Health 
Net Federal Services, which covers most of our State, and TriWest, 
which extends into parts of southern Indiana. Instead of making 
Veterans Choice Program appointments directly with local hospitals, 
veterans must use Health Net Federal Services or TriWest. In recent 
weeks, our office has heard from Indiana veterans who are experiencing 
long wait times of up to 90 minutes on the phone and disconnected calls 
when they contact Health Net Federal Services.
  I share the stories of some of these veterans and the struggles they 
have dealt with. Vietnam vet Daniel Vice from Marion, IN, had eye 
surgery through the Veterans Choice Program and had been told by Health 
Net that his postoperation appointments would also be covered. When he 
was at the eye doctor for his follow-up appointment, he learned that 
Health Net Federal Services had not sent over his paperwork. This meant 
that instead of being covered by the Veterans Choice Program, Dan would 
have to pay out of his own pocket. Dan contacted our office while at 
the doctor seeking help. Our case manager called Health Net only to be 
put on hold for 21 minutes before speaking to a supervisor. The company 
could not provide immediate answers but called back our staff a few 
hours later and said that Dan's paperwork had not been approved. We 
continue to work with Dan to get answers to solve this problem.
  Veteran Robert Trowbridge, from South Bend, had surgery on his ankle 
almost 6 months ago and has yet to be scheduled for his post-op 
physical therapy. He called Health Net many times and was put on hold 
for 30 to 40 minutes each time he called. When he was able to reach a 
rep, he was told repeatedly that his paperwork was sent to be approved, 
only to find out 4 months later that there was a problem. He was later 
informed that his Social Security number was not attached to his file. 
Frustrated, Robert contacted our office for assistance.
  Our staff experienced firsthand the frustrations and inadequate 
customer service that some of our vets like Robert face. One of our 
case managers called Health Net and it took 23 minutes into the 
conversation with a representative before the customer service rep even 
asked for the veteran's name. After calls with a representative, then a 
supervisor, and then a manager from Health Net Federal Services, we 
were finally able to work with the manager to resolve the issue for 
Robert.
  What our veterans are going through to schedule appointments and 
access their benefits through the Veterans Choice Program is completely 
unacceptable. Our office continues to work to assist vets who 
experience difficulties.
  I have called on Health Net Federal Services to get answers. We need 
to get to the bottom of this problem, and we need to ensure that all 
Hoosier veterans and all American veterans and their families receive 
the timely and quality care they deserve.
  I will work nonstop to end this problem, and our office will continue 
to work nonstop to make sure we get to the bottom of the problems that 
our Hoosier veterans are having with the Veterans Choice Program. They 
gave too much to this country to be treated this way. We will solve 
these problems for Hoosier veterans and for every American veteran.
  I yield back the remainder of my time.
  Mr. President, I suggest the absence of a quorum.
  The PRESIDING OFFICER. The clerk will call the roll.
  The senior assistant legislative clerk proceeded to call the roll.
  Mr. CARDIN. Mr. President, I ask unanimous consent that the order for 
the quorum call be rescinded.
  The PRESIDING OFFICER. Without objection, it is so ordered.

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