In Friday’s Voice we have a story about a lesbian Marine veteran who alleges she was the victim of an anti-gay tirade by a nurse practitioner at the Dallas VA Medical Center. In putting together the story, I asked the folks in the public affairs office at the VA Medical Center whether their policies specifically include sexual orientation. It turns out they do, but I didn’t receive their response in time to include it in the story. Here’s the response that was sent over Thursday afternoon by VA Medical Center spokeswoman Monica A. Smith:
In response to your question: yes, we have EEO and code of ethics policies, and all employees are required to receive anti-discrimination training annually. Additionally, patient’s bill of rights is shared with both consumers and staff that specifically states consumers have the right to considerate, respectful care from all members of the health care system at all times and under all circumstances. It also states we must not discriminate against consumers in the delivery of health care services consistent with the benefits covered in their policy or as required by law based on race, ethnicity, national origin, religion, sex, age, mental or physical disability, sexual orientation, genetic information, or source of payment.
V.A. Hospital Policies Are Not Enforced – This is a letter of my complaint about the V.A. and it’s Discrimination:
Office of Quality Monitoring
Joint Commission
One Renaissance Blvd
Oakbrook Terrace, IL 60181
complaint@jointcommision.org
Thursday, October 27, 2011
Complaint: Failure to Provide Any Form of Emergency Service or Empathy To A Veteran in Pain During an 8.0 Hour E.R. Visit
Patient: Theron F Bambeck (B 3168)
Documented Events By Patient:
10/23/11 9:30 p.m. – My partner John Milford took me to the E.R. at the Dallas V.A. where we registered due to severe pain in my shoulder, upper back, and shooting down my right arm.
All other patients that registered before midnight, including at least two that registered AFTER us and those that were sitting in the waiting area with us were seen before 2:00 a.m..
10/24/11 2:00 a.m. – We were the only party left sitting in waiting room. John walked into the E.R. and was told by black female employee with braided hair that, “You will have to wait outside. You will be called when the doctor started calling patients again.”
10/24/11 3:00 a.m. – John walked back into the E.R. area and saw only 3-patients in the bays getting or waiting on treatment. The white female that conducted triage many hours earlier, said they “had to take the emergencies first”, and instructed him to return to the waiting area. So we kept waiting – never seeing any ambulances arrive at the hospital made us suspicious of all these emergencies that kept delaying any treatment for us. The black female employee with braided hair again stated that, “the doctor would call us when he was ready”.
10/24/11 5:30 a.m. – Both John and I went into the E.R. area and saw NO patients in any bay and the entire staff sitting around talking and possibly doing paperwork. I blew up. I thanked them for their total lack of attention and total lack of help and said after 8-hours of waiting that we were leaving. The only responses we received were from a white male who was sitting in the corner closest to the door we entered and a female voice that we could not identify. All they said was, “Okay, Thanks! Okay! Thanks!” in a dismissal, sarcastic tone.
CONTACT LOG
Dr Daniel Goodenberger, Chief, Medical Services, V.A. Dallas; 214.857.0409
• 10/25/11 TU 10:30am – Left VM w/my name, hours, & office number for a return call about our ER experience.
• 10/26/11 WE 4:28pm – Went to VM
• 10/27/11 TH 11:53am – Called, phone was answered by female (no name offered). She said he was with patients and asked if I wanted to leave a message. I said, I have already left two messages and received no return calls. She said that he had my message and would call me this afternoon.
• 10/27/11 TH 12:43pm – Dr Goodenberger returned my call to my office (CID:214-742-8387). He listened to my reading the statement below, apologized, and said they had logs on their activities. He agreed to check into what happened and get back with me. He also stated that they finally got approval to increase their staff but their government process takes about 6-months to process. Again, he apologized and said that he would get back with me.
• 10/27/11 TH 5:32pm – Received a call from Toby Boyer, Assistant Manger of E.R. who took down all the facts I have documented herewithin and apologized profusely. He said he was already aware of who was on duty and who the people in question were and that he would investigate further, and he had spoken with Dr Goodenberger and that disciplinary action was definitely merited. He stated that Dr Goodenberger had previously left implicit instructions with the E.R. staff that no patient was to be left sitting in the waiting room all night; they are to be referred to clinic if demands do not allow them to see all patients which was not this case. He confirmed that only 3-patients came in after midnight; I told him that one of them, the black male that spoke with us for about two hours, got frustrated about waiting and also left.
Dr Riley; Assistant Chief, Medical Services, V.A. Dallas; 214.857.1907
• 10/26/11 WE 4:29pm – Phone just rang, forwarded, and rang. No VM
V.A. Dallas Patient Representative Office on the first floor in the Clinical Addition; 214-857-0482
• 10/25/11 TU 10:44am – Called and spoke w/Jack, in the Patient Advocate Office. Basically, he apologized, said they were trying to re-vamp ER services, and would pass my complaint upward.
V.A. Dallas Hospital Administrator/Executive Office (Contact: Marcie – 11/15/06): 214-857-1154
• 10/26/11 WE 4:30pm – Phone just rang, forwarded, and rang. No VM
VA Dallas Main Phone: (214) 742-8387 – 8a-5p MO-FR
Reasons officially attributed for service failure:
• Only one doctor on duty and short staffed with other E.R. members.
• Not following the Chief of Medical Service directive to not leave patients sitting in the waiting room all night.
• Delays in getting funding to restaff the E.R.; delays in hiring also may take up to 6-months to re-staff the E.R.
Reasons we believe were the actual causes of a total service failure for this veteran:
• Total apathy of the entire E.R. staff
• The main reason we believe that we could not get any medical service was discrimination against us because we were a male, partnered couple. Why else would EVERYONE else have been treated and we were the only ones left in the waiting room all night.
Post E.R. Findings:
Since that time, Theron Bambeck has had two sets of x-rays, has been prescribed Hydrocodone for pain, and an MRI has been ordered. All of this could have been done Sunday night or early Monday morning, but wound up forcing this veteran to suffer intolerable pain for an extra 4-5 days. At this point, the doctors think the pain is possibly caused by a pinched nerve in his cervical spine.
Unfortunately,if medical schools are involved,the VA provides the support and facilities,insurance with medical practioners practicing person to person,or scalpal to person. The VA has hired MD’s unlicensed in other states. Residents have supervising practioners(BY CFR)-ind out who and report incidents to the supervisg practioner’s superior and the VA Director of the VA facility. Patient’s Adovocates represent the VA Directer and are middle man barriers who may,or may not assist you. If results are unsatisfactory within two weeks,register your complaint with the VA IG in Wash,DC