Primary Care Coordination ranks among the worst performance areas for the Albuquerque VA

Primary Care Coordination ranks among the worst performance areas for the Albuquerque VA, contributing to delays in veteran healthcare access, according to internal metrics detailed by 4 Investigates.

Normand Blanchette, a Navy veteran who served for 21 years and four months, drove approximately 2 1/2 hours from his mountain community north of Cuba to share his experience with 4 Investigates. Blanchette stated he has spent two years trying to establish consistent medical care through the VA after his doctor dropped him.

“I didn’t know I needed to make an appointment,” Blanchette told 4 Investigates, explaining that he was informed by his doctor that he would no longer be seen because he had not scheduled an appointment after the VA discontinued walk-ins at satellite clinics.

4 Investigates: Primary Care Coordination ranks poorly at Albuquerque VA — KOB 4 Albuquerque

Staffing shortages have left Blanchette waiting months to see a new primary care provider. “Now, because they’re so shorthanded, my appointment with her wasn’t going to be until next March,” Blanchette said. He said that he has spent the last six months dealing with a prostate problem that is now causing complications with his kidneys.

Last month, Blanchette spent 5 1/2 hours waiting in the emergency room before staff told him he needed to follow up through his primary care provider. “Well, I’m still hurting right now,” Blanchette said.

The difficulties accessing care at the Raymond G. Murphy VA Medical Center reflect metrics in the Strategic Analytics for Improvement (SAIL) measurements. While the SAIL data measures internal management of healthcare teams handling long-term patient health, for veterans it translates to access issues.

Following a 4 Investigates report detailing patient safety concerns, staffing shortages, and leadership problems at the facility, Interim Medical Center Director Christina White sent an email to all VA employees.

White highlighted progress, noting that the number of clinical metrics in the top-performing quintile of SAIL doubled from 6 to 14 over the past two quarters, driven by improvements in infection prevention, care transitions, patient experience, and utilization management.

To address ongoing concerns, chiefs and supervisors will begin working with the Western States Network Consortium to focus on organizational culture, teamwork, confidence, and accountability practices. The VA National Press Secretary referred inquiries to the local Albuquerque VA public affairs team, which did not respond to calls or emails from 4 Investigates.

“It makes me feel useless,” Blanchette said of his experience attempting to receive care after more than two decades of military service. “I mean, here I am, I’m a veteran of over 21 years and I get turned away from getting service.”

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