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Diplomacy Pays When Dealing with the VA

by Barbie Perkins-Cooper

A few weeks ago I posted a blog on this site about a dreadful situation at Ralph H. Johnson VA Hospital, Charleston, SC. If you've read it, you recall I discussed a situation with a nurse named Hannah and her abrupt demeanor. Perhaps she was having a bad day. Perhaps she was fighting PMS. Perhaps she thought I would simply slip under the woodwork. Hardly! Nevertheless, her excuses for her behavior are unacceptable and I hope she learned from this experience. All of us have difficult days; however, we must remember that when we are in the service or a professional industry, we are dealing with people. If we come across as 'bitter' many times, people will retaliate with defense mechanisms. Fortunately, I inhaled. Exhaled. I took a deep breath and gave her a piece of my mind -- only with diplomacy!

The next day, I compiled my notes while caring for my husband and his neck pain. Writing the story, I posted it here, sharing the experience with my reading public, in hopes to educate others. I sent a copy of the blog story along with a letter to the appropriate authorities at Ralph H. Johnson VA Medical Center.

An Apologetic Reply

Last Thursday, I spent a bit of time on the phone with someone from the hospital. Unfortunately, since I was packing to go out of town, I failed to jot her name down; nevertheless, it was apparent from the phone conversation that the story has been publicized a bit at the hospital and there is an ongoing investigation. Later, on the way to Atlanta, GA, my cell phone rang. Since I was driving, I did not answer. After checking into the hotel, I pulled voice mails, receiving a call from another medical professional at the hospital. I phoned his cell phone and we had another interesting conversation, along with more apologies for the situation.

Practice Diplomacy

So, the bottom line for this posting -- who cares -- perhaps you are saying? As an advocate for Veterans, I would like to share -- diplomacy pays when dealing with situations at the Veterans Administration, or at a Veterans Hospital. While it is true that many veterans get annoyed when waiting, like cattle headed to pasture, diplomacy does pay. If you are dealing with illness, or anxious to hear from the VA about your claims, it is best not to go on the attack. As I've stated many times in Mail Call, a newsletter publication I write for a local VFW, the squeaky wheel gets the oil. If you approach with kindness and diplomacy, people listen. Yes, it is true, the VA appears to move in slow circles -- but if you go on the attack, are rude or impatient -- this only leads to negative actions and reactions. My husband has filed many claims related to his illnesses from Agent Orange, PTSD, Diabetes, etc...etc...etc... At times it appears that he is lost in the shuffle, but -- still we practice the rule of diplomacy! I do find it an interesting footnote that when our Veterans return from war, they still must battle an intense, emotional war to get what they were promised and still deserve.