By: Eric K. Shinseki May 22, 2014

Fellow Veterans and Family Members,

After 38 years in The Army, I am now honored and privileged to serve as your Secretary of Veterans Affairs (VA).  VA remains committed to providing the high quality benefits you have earned and deserve.

Allegations of VA employees’ misconduct have surfaced over the last several weeks, beginning with scheduling delays at the Phoenix VA Health Care System. As I testified before Congress on May 15, I take any allegations about patient safety or employee misconduct very seriously.  The reports of Veterans’ negative experiences while seeking VA care are of great personal concern to me. I fully agree with President Obama’s statement on May 21, 2014: “If these allegations prove to be true, it is dishonorable, it is disgraceful . . . .”

In response to these allegations at the Phoenix VA Medical Center and a number of other facilities, the VA Office of Inspector General is conducting a comprehensive, independent review.  In addition to the IG’s independent review, I ordered the Veterans Health Administration (VHA) to conduct a nationwide audit of all other major VA healthcare facilities to ensure understanding of, and compliance with, our appointment policy.  That audit is being conducted now by more than two hundred senior VHA staff.  All teams are independent of the facilities they are visiting.  You and your families deserve to have full faith in your VA, and we intend to earn it every day.

As President Obama made clear to the American people May 21, 2014, “Every single day, there are people working in the VA who do outstanding work and put everything they’ve got into making sure that our Veterans get the care, benefits, and services that they need.”  I echo that praise and commend the hard work and dedication of the vast majority of our VA employees, many of whom are Veterans themselves.  Every year, dedicated employees are prepared to provide care for over 8.9 million Veterans enrolled in VA healthcare.  Every day, VHA conducts approximately 236,000 outpatient healthcare appointments—about 85 million last year.

Since 2009, we have enrolled two million more Veterans in high-quality VA healthcare, reduced Veterans’ homelessness by 24 percent, and provided Post-9/11 GI Bill educational benefits to more than one million student Veterans and eligible family members.  We have opened up new presumptives for Veterans to receive long overdue care for exposure to Agent Orange, for combat-related PTS-D, and for Gulf War illnesses.  And, we have decreased the disability claims backlog by over 50 percent in the last 14 months.  We will meet our goal of eliminating the claims backlog in 2015.

Every VA medical facility is accredited by The Joint Commission, an independent, non-profit organization that ensures the quality of U.S. healthcare through intensive evaluation of more than 20,000 healthcare organizations.  In 2012, The Joint Commission, recognized 19 VA hospitals as top performers, and that number increased to 32 in 2013.

Since 2004, the American Customer Satisfaction Index (ACSI) survey has consistently shown that, on average, Veterans who use VA healthcare award our hospitals and clinics a higher customer satisfaction score than patients give private sector hospitals.  When asked if they would use a VA medical center the next time they need inpatient or outpatient care, 96 percent and 95 percent of Veterans, respectively, indicated they would.  Veterans across the Nation are receiving quality care from VA.  We must encourage other Veterans to seek it.

Notwithstanding these accomplishments, VA will do even better.  If any allegations under review are substantiated, we will act.

As we approach our observance of Memorial Day and its special significance to our Nation, VA is re-doubling its efforts, with integrity and compassion, to earn your trust.

As President Obama said, Veterans have “done their duty, and they ask nothing more than that this country does ours—that we uphold our sacred trust to all who have served.”

And, we will.