B (86:21)
I know a lawyer. So I said, well, show me the statute. And I said, I would love to see the statute. And I said, if we need to change it, I'll go to Congress and we'll work on changing. I said, but show me the statute. Well, it's policy and procedure, regulation. I said, now we're getting somewhere. I said, statute. I have to work with Congress. That's law. So we're going to follow the law. I said, but policy and procedures, regulations. That's me, that's us. That's called a pen. I said, if we're doing something we don't need to be doing, and we're doing it in a way that's counterintuitive to our mission. I said, we're going to change it. And so that's what we've done so far. What happened was. And if you think of it in silos is really truly siloed to siloed. We see this in the military, unfortunately, it's where we get in trouble when we have siloed missions. Our health mission became very siloed because it's the largest. Okay, so they just developed their own procedures, they developed their own protocol. Every hospital thought they were a startup. I've had to fight this from day one. I remind them, if you have VA on the side of your building, you're not a startup, you're not by yourself, and you will not act like you are. Why are we wasting the possibilities of 170 hospitals being standardized to actually do stuff the right way? Jock. I was amazed. I had a young man tell me one day he was amputee, told me he was getting a treatment in one facility and moved to another facility across country. And the facility he moved to told him, the va, we don't do that. He said, I just came from a field. This is where. This is where this was done. Oh, well, I don't care. We don't do that. It's like this is what we faced something drunk. So, yeah, something's wrong in this picture. You know, somebody pull the ripcord because there's a problem here. This is what we saw. So I saw. I saw a lot of people doing. Want to do good work. But the problem was, it was we've always done it that way before. I think that's the old Baptist preacher me now that didn't tolerate that at all. Well, we've always done it that way. So what we're not. We added in 10 years. So 25, 15 to 25. We added over 100 billion or more in budget and over 100,000 people. And you know, what's happened to our quote metrics service? All went the wrong way. All went the wrong way. By the time I got in, we had 260,000 in backlog disability claims. When I took office on February 5th, that means they're over 125 days, and some were a lot longer than that. And I said, we're going. We put a tag team on it. We put overtime in it, we put other people. We're now under 150, did that in less than four months. I mean, it's just. It's just a matter. What gets measured gets done. And we looked at our. I just got a report on our BHA system in which we started putting stuff like best medical interest. So if a member comes in and they say, you know, look, I would rather go to my cardiologist in as close to my home or it's just in town, I love you at the va, I'm gonna get other care here, but I wanna go there. Then the doctor can simply say, yep, we're gonna send you over there and it not have to go through another doctor or anything else. So look, and I'm gonna say this because here's the thing, I'll guarantee you what's gonna happen is when this comes out, you're gonna see in the comments section, oh, secretary's full of crap. I went and it was awful. I couldn't get this. Bear with me. Some of it. I don't like this because I don't put the va. The organization is not. We're a service organization designed to help veterans. We're not an organization designed to help ourselves. And you may have had a bad experience. And I understand that you may have still had a bad experience. Well, comment on there, because here's an interesting thing. When you talked about earlier, me coming into this position, I had a very high profile. I'm one of the highest profile social media and others that's ever served in this position. I could probably give the names of others and they were great people, but nobody would know them anywhere. So what we've had, we found out early on is when I posted on social media, Twitter, Instagram, these others, we were having massive response because I had a huge, you know, large following. So we have now put internally a group that actually reads those comments and we have actually started doing constituent and reaching out to these folks. We don't encourage that because, I mean, we may miss one, but. But we're actually doing this to say, look, we want to get better. Okay? You may say that we're not moving fast enough. You may say it's easy. Well, we're 450, 50,000 people, 170 hospitals. I'm trying to get across to every one of them as we do this. Give us some time. If you got the feedback, let us know. We're willing to take feedback and I'm willing to make changes. But as we go through this, I'm also having to take an organization that has been very adept at doing it the way they wanted to do it. So they had no problem in having not having extended hours. I've implemented a program in which we've added Almost a million two, a million 200,000 extra hours of service in just the last few months at our C box because we're actually keeping some people late. We're opening on weekends. That gives our younger veterans a chance to get there. We're listening the best medical interest stuff get you out to where you need to go. We're looking at holding our doctors accountable in the community to get the stuff back so that we can make sure we're not the simple things that take so much time. We're saying, let's take those out. I'm getting to the point now, and some are not as happy about this because they're invested in how they do it, but others are getting onto it. Is if I've of the opinion that no veteran who's earned a benefit should have to have anybody to help them get that benefit. In other words, this paperwork should be simple enough, the process should be simple enough that they can get the benefit that they've earned instead of having to go to somebody else and say, I don't understand this. I'm not. We actually have a form. It's still in our form, and I'm trying to get this out, but it's still in there. On disability claims that actually asked for the person's military history, where they had served, everything else. I looked at this, I said, it's the dumbest thing I've ever seen in my life. All I need is your name, your. Your Social Security Number and your DD214, or even just that. I can pull your entire record. I know everywhere you've been. Why am I making them fill that out? Because we just thought it would be good to ask. Well, I don't do that anymore. So it's. So like I said, for those out there who, you know, look, look, we're a health care system. And this is one thing I want to emphasize to all your listeners. Congress put metrics out there, and we hear this all the time. You hear about wait times, you hear about these others. We're the only health care system in the world that measures wait times. And it's because Congress and I was there when we did this Mission act and everything else. It was because we were having issues in Phoenix and others where people were getting, you know, wasn't getting scheduled appointments. So we said, how do we get a handle on this and make sure. Okay, so if you don't have an appointment within 10 days, you can go to the community. Well, I'm sort of redoing that altogether, so we're not really worried about it. But no other healthcare system here in California or anywhere else deals in that. It's just something we can look at. But it also gives a false reality of what the VA can look like. You could have great wait times and terrible quality. So I'm trying to get us back to a standard of quality being the metric, not the wait times. We're going to continue to get you in as quickly as possible, but also I need you to know. And again, you hear from it, because I've already seen this enough. They canceled my appointment last week. Well, guess what? I'm in private healthcare. My doctor canceled my appointment last week because they get sick, they can't come in. They got overbooked, they had to go on a trip. We're. We're a healthcare organization. And now I've had the media getting on me. Well, you have people leaving and you have doctors that, you know, you need more doctors in certain areas. I said, yeah. Have you done a story lately on the hospitals in town that they have doctor shortages as well? Well, they don't want to talk about that because it's easy to get on the veteran because it's a heartstring issue. I have the veteran at my heart center getting up. I am one. I've been there. There's nothing I'm going to do. It's not going to be focused on getting them what they need. But also, I'm also tired of a society that looks at veterans as victims. We're not victims. I may have people, and I've met so many, they may have lost legs, arms, everything. They're not victims. They're just now in empowered to do it in a different way. And we're going to help them do whatever we can. So that's my philosophy. And it ruffles some edges and you know people, oh, you've killed immorality. No, we're just getting back to doing what we're supposed to be doing. And I love every one of my VA employees. I want them to be the best they can be. But we're also going to have standardization. We're going to do it the same way. You know, the calisthenics run the same way everywhere. But when you've not had that, it's been a situation in which we've had a system that was good. And I'm not. I don't want to. I never will detriment. But every system can get better. And every organization that's not looked at itself, I got you one because I know you do organizational stuff and everything. Did you realize that the first week That I got there. I asked for how many employees we had. It took a week and a half for them to tell me.