Scheduling delays. Disappearing lab orders. Bad links for telehealth appointments. Erroneous medication dispensing. Time-consuming workarounds.
The rollout of the $16 billion electronic health record (EHR) system at the US Department of Veterans Affair (VA) has met some fairly large bumps in the past few years. And now, the VA Office of the Inspector General (OIG) has pronounced on a “range of allegations” at the Mann-Grandstaff VA Medical Center in Spokane, Washington, the first of several hospitals and clinics in the Pacific Northwest set to implement the new system.
VA Inspector General Michael Missal issued 3 reports in mid-March on how the “go-live” process was faring: one on medication management deficiencies, one on care coordination deficiencies, and one on technical issues.
The reports document the OIG’s “concerns” with the new process. According to the technical report, for instance, between October 2020 and March 2021, new EHR users placed more than 38,700 requests for assistance. Of those, 33% were closed without a documented resolution. The OIG also reviewed 210 tickets related to care coordination and found that 1% were closed without a documented resolution.
The OIG said EHR implementation had “created difficulties” for end users in 8 areas:
- Patient record flags, including failures to transfer flags and information related to patients at high risk for suicide;
- Data migration errors leading to inaccurate name, sex, and contact information;
- Scheduling process issues, such as delays in primary care scheduling;
- VA Video Connect problems, including inoperable and misdirected links;
- Referral management deficiencies, including lost or unaddressed referrals;
- Laboratory orders “disappearing” that affected workflow and tracking, and delayed results;
- Patient portal and secure messaging being inaccessible; and
- Documentation processes, including creating additional work and limiting the ability to correctly code patient diagnoses.
The OIG’s technical report identified 5 factors that contributed to the headaches: EHR usability problems, training deficits, interoperability challenges, post–go-live fixes and refinement needs, and problem-resolution process challenges.
The OIG did not identify any associated patient deaths during the inspection but says “future deployment of the new EHR without resolving deficiencies can increase risks to patient safety.”
The technological overhaul has been handled by Cerner. The VA initially awarded Cerner $113 million for EHR modernization, and in 2018 the company secured a 10-year, $10 billion contract to help the VA rebuild its system, similar to the way it did for the US Department of Defense (DoD) with MHS GENESIS . The Cerner DoD project, which has been called “the most lucrative electronic health record contract in history” was launched at the Fairchild Air Force Base in Spokane, Washington, in 2017, and is expected to be operational in more than half of military hospitals and clinics by the end of this year. In 2021, Cerner received an 18-month, $134.1 million task order to deploy the company’s EHR platform at VA medical centers.
This isn’t the first time the VA/Cerner EHR project has hit snags. In 2021, the VA scrapped the schedule, trading it for a 6-month pause after a strategic review ordered by VA Secretary Denis McDonough found problems with governance and management. McDonough told the Senate Veterans’ Affairs Committee that a 3-month internal review had found too many structural problems to warrant continuing the rollout. The sole-source contract with Cerner also raised concerns, as did the influence of 3 confidants of Present Trump on the process. Moreover, cost estimates kept growing—from $10 billion to $16 billion—in part because VA leaders during the Trump administration did not budget for technology and hospital upgrades to allow the new platform to work, according to an article in The Washington Post .