Healthcare Inspection – Delay in Hearing Aid Repairs, VA Medical Center, Atlanta, GA

The OIG conducted a review to determine the validity of allegations from a complainant regarding efficiency and timeliness of the hearing aid repair process at the VA Medical Center (VAMC), Atlanta, Georgia. The complainant alleged that: (1) The Audiology Clinic staff mismanaged the process used to track and monitoring hearing aid repairs, resulting in delayed repairs and the possible loss of hearing aids; (2) Audiology Clinic staff did not keep an accurate log reflecting the status of the complainant’s hearing aid repairs resulting in delays; (3) Audiology Clinic staff and VAMC leaders were difficult to contact; and (4) VAMC leaders did not adequately respond to written complaints. We recommended that the VAMC Director ensure that: (1) staff monitor the status of outstanding repairs and assess the timeliness of vendor completed repairs, and (2) staff document reasons for lost and damaged hearing aids and develop risk mitigation strategies. The Veterans Integrated Service Network and VAMC Directors concurred with our recommendations and provided an acceptable action plan. We will follow up on the planned actions until they are completed.