VA Call System Fails Veterans: Millions of Calls Untracked

A preliminary report from the VA's inspector general highlights a significant failure in tracking veteran calls, impacting specialized care access. Investigators found that 13 out of 15 sampled VA medical facilities did not track key data for approximately 1 million of the 2.1 million call attempts made by veterans over a 12-month period concluding on July 31, 2025. These calls were primarily for high-risk services such as radiology and mental health care, services where patient outcomes are particularly sensitive.

Veterans attempting to reach these facilities reported experiencing delays, uncertainty, and frustration. The lack of comprehensive call tracking data makes it difficult for the VA to determine if veterans are receiving timely access to specialty clinics. This issue was observed firsthand at VA facilities in Miami, Florida, and Washington, D.C. The VA's Office of Information and Technology confirmed the agency lacks adequate systems to capture call performance data for specialty clinics, which may impede leaders' ability to identify problems and implement corrective actions.

Veteran advocacy groups have urged the VA to improve its systems. In 2023, the VA set goals to answer 80% of calls within 30 seconds and limit unanswered calls to 5%. However, the current lack of tracking tools means it is unclear if these goals are being met. The inspector general's office is expected to release a full report with recommendations by the summer, aiming to increase VA awareness of these inconsistencies and drive improvements in phone-based customer service.