Central Alabama Veterans Health Care Services place veteran on hold for six hours

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ENTERPRISE, AL (WDHN) – The Central Alabama Veterans Health Care Services introduced a new phone system to cut down on lengthy wait times.

The new system is said to reduce wait time by forwarding calls to other staff members and even other facilities if a veteran’s call cannot be answered immediately but how effective is the new system?

One army veteran says the waits have gotten even longer.
 
“I stayed on hold for over six hours,” army veteran Samuel Yaronczky said.  “At four hours into the call  someone pick up the phone and put me back on hold. It took me over a year just to get a referral and to have the medical care done that I needed. I went into a bunch of hiccups with that (and) I just had my second surgery that needed to have a follow up with physical therapy.”
 
Yaronczky called again Thursday morning and this time he spoke with a supervisor to get answers.
 
“The supervisor told me that it is not her responsibility to make people answer the phone and that her responsibility is strictly to the scheduling portion of her department,” Yaronczky said.
 
WDHN tried to speak with an official from the Central Alabama Veterans Health Care System but we were sent to voicemail.
 
Yaronczky said this has not only to happen to him but other members of his family and friends who have also called have been put on hold for long periods of time. Yaronczky feels something must be done.
 
“If they need additional help, hire additional help,” Yaronczky said.  “I would encourage any veteran that’s going through the same issues, take a snapshot of their wait time and post it to the Facebook page for the Montgomery VA so that they can see this isn’t an isolated incident, this happens to multiple veterans.”
 
WDHN has reached out to Alabama U.S. Representative Martha Roby on this issue and her staff says she plans on addressing the issue at a later date.

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