Webb calls for investigation of complaints at Hampton VA

By: Hugh Lessig

Sen. Jim Webb on Wednesday called for an examination of patient care at the VA Medical Center in Hampton, citing a string of complaints and negative government reviews.

He called the bad news "a source of great concern."

The center's director responded with a statement that cited improving customer satisfaction scores and its fully accredited status.

Webb said his office has received 149 complaints about the center since 2007 from patients or their spouses — allegations that range from abusive treatment to wrongful death.

In addition, investigations from the VA Inspector General have cited problems.

Last year, one report found that the center failed to comply with a number of Veterans Health Administration policies and guidelines, Webb said.

It also reported unsatisfactory results of a survey that lists patient perceptions of care in 12 areas.

Last month, another Inspector General's report confirmed a patient's accusation that a doctor seriously misdiagnosed a stroke, failing to follow proper guidelines, even though the patient exhibited "fairly classic symptoms" of a stroke.

That report also found that the emergency department physician copied and pasted lab results from a different patient into the medical record of the patient who filed the complaint.

Webb's letter to VA Secretary Eric Shinseki asks for "a thorough examination" of the center.

"I am aware that the vast majority of the staff at the center is dedicated, hardworking and committed to veterans' health care," the letter states. "Nevertheless, the allegations, news stories and GAO reports, when taken collectively, are a source of great concern."

Webb, a Democrat, is considered an influential voice on military and veterans' issues.

DeAnne M. Seekins, Hampton center director, said the facility averaged more than 400,000 patient visits last year, and "it would be unrealistic to be complaint free."

However, she said the center ranks fifth out of the 34 Level-2 VA medical centers in the country in terms of quality of care.

"One true measure of a hospital's work is accreditation by the Joint Commission," Seekins said. "Hampton VMAC received full Joint Commission accreditation with no patient safety findings in November 2008."

It also received full accreditation by several other groups in 2008 and 2009, including the Office of Inspector General.

She said customer satisfaction scores continue to climb, and "the fact that we track and measure all complaints demonstrates our commitment to continuous improvement."

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