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Open Recommendations

VA Vet Centers: Opportunities to Improve Survey of Counselor Productivity Expectations
GAO-25-107631
Jul 31, 2025
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2 Open Recommendations
Agency Affected Recommendation Status
Department of Health and Human Services The Under Secretary for Health should ensure the RCS Chief Officer analyzes the potential for nonresponse bias in the Counselor and Client Engagement Survey and, as appropriate, develops strategies to increase the likelihood of representative survey findings. (Recommendation 1)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Department of Health and Human Services The Under Secretary for Health should ensure the RCS Chief Officer modifies the Counselor and Client Engagement Survey to clarify that counselors and directors should provide feedback on both the time management and the encounters productivity expectations for counselors. (Recommendation 2)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.

Veterans Crisis Line: Actions Needed to Better Ensure Effectiveness of Communications with Veterans
GAO-25-107182
Jun 25, 2025
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4 Open Recommendations
Agency Affected Recommendation Status
Department of Veterans Affairs The Under Secretary for Health should ensure the VCL more comprehensively assesses the risks of adverse effects associated with its procedure for immediately routing CWCN callers to main phone line responders when there is no availability in the CWCN unit. Such an assessment should include comparing the quality of CWCN calls handled by main line responders with those handled by CWCN-trained responders. Depending on the results of the assessment, the VCL should make adjustments to its procedure for routing CWCN calls and to how it staffs the CWCN unit to better meet the needs of CWCN callers, as appropriate. (Recommendation 1)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Department of Veterans Affairs The Under Secretary for Health should ensure the VCL more comprehensively assesses the risks of adverse effects associated with its digital services procedures, making modifications to them and to how it staffs the unit, as appropriate. Such an assessment may require obtaining and analyzing additional data on digital services responder workload, such as time spent interacting with customers as well as on documentation after interactions. (Recommendation 2)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Department of Veterans Affairs The Under Secretary for Health should ensure the VCL instructs its chat platform provider to develop a solution to address chats being abandoned after customer redirection to unavailable responders. (Recommendation 3)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Department of Veterans Affairs The Under Secretary for Health should establish a procedure for the VCL, as a non-clinical service, that identifies the types of incidents that warrant disclosure to customers or their representatives and outlines a process for disclosing such incidents, or direct the VCL to develop such a procedure. (Recommendation 4)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.

Veterans Health: Improvements Needed to Achieve Successful Appointment Scheduling Modernization
GAO-25-106851
Jun 23, 2025
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2 Open Recommendations
Agency Affected Recommendation Status
Department of Veterans Affairs The Secretary of VA should direct the Undersecretary of Health and the Assistant Secretary for Information and Technology/Chief Information Officer to ensure that VHA and OIT develop a comprehensive and credible project schedule for the scheduling systems modernization effort consistent with best practices. (Recommendation 1)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Department of Veterans Affairs The Secretary of VA should direct the Undersecretary of Health and the Assistant Secretary for Information and Technology/Chief Information Officer to ensure that VHA and OIT develop a requirements management plan for the scheduling systems modernization effort and ensure that key practices are fully implemented. (Recommendation 2)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.

Veterans' Community Care: VA Needs Improved Oversight of Behavioral Health Medical Records and Provider Training
GAO-25-106910
May 05, 2025
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5 Open Recommendations
Agency Affected Recommendation Status
Veterans Health Administration The VHA Under Secretary for Health should ensure that IVC develops guidance for VA medical centers' efforts in obtaining final medical documentation after all visits provided to a veteran under each referral have been completed. (Recommendation 1)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Veterans Health Administration The VHA Under Secretary for Health should ensure that IVC establishes goals and related performance measures for VA medical centers in obtaining initial and final medical documentation from community providers. (Recommendation 2)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Veterans Health Administration The VHA Under Secretary for Health should ensure that IVC establishes a process for regularly using performance information for VA medical centers in obtaining initial and final medical documentation from community providers to assess its progress toward established goals. (Recommendation 3)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Veterans Health Administration The VHA Under Secretary for Health should ensure that IVC establishes and monitors goals and related performance measures for community providers' completion of core trainings and ensures that community providers complete the required training course. (Recommendation 4)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
Veterans Health Administration The VHA Undersecretary for Health should direct IVC to take steps to ensure that it and its contractors communicate clear and accurate information to community providers regarding IVC's core trainings, including whether training is recommended or required. (Recommendation 5)
Open
When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
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