Deficiencies in the Completion of Community Care Consults and Leaders’ Oversight at the New Mexico VA Health Care System in Albuquerque

The VA Office of Inspector General (OIG) conducted a healthcare inspection to evaluate allegations that Community Care consults were completed in June 2018 without scanning and attaching available clinical results to patients’ Veterans Health Administration (VHA) electronic health records (EHR). By completing these consults, view alerts were triggered but consult results were not available for review by ordering providers at the New Mexico VA Health Care System (facility). Additionally, it was alleged that Veterans Integrated Service Network 22 and facility leaders were aware of this practice and did not act.. The OIG substantiated that in June 2018, Community Care nurses were completing consults without scanning and attaching clinical documentation to patients’ EHRs. Providers who received incorrect view alerts developed work-arounds to obtain information necessary to care for patients, and the OIG did not identify adverse clinical outcomes associated with the false view alerts for the patients reviewed. The OIG determined that Community Care nurses lacked a comprehensive orientation and training program. The Chief of Community Care did not verify adherence to consult-related VHA requirements or conduct regular reviews and improvements for departmental performance deficiencies. Additionally, Community Care performance monitoring addressed consult processes prior to patients receiving care but did not address the consult completion process or identify non-compliance with VHA policy prior to 2019. The OIG made five recommendations to the Facility Director related to the Community Care consult completion process, nursing competencies and training, Consult and Access Management Steering Committee oversight and monitoring, facility leaders’ oversight, and Community Care organizational structure and leaders’ expertise.