OIG Finds More Problems in the VA’s Problem-Prone EHR Rollout

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:

1.  Patient record flags, including failures to transfer flags and information related to patients at high risk for suicide;
2. Data migration errors leading to inaccurate name, sex, and contact information;
3.  Scheduling process issues, such as delays in primary care scheduling;
4.  VA Video Connect problems, including inoperable and misdirected links;
5.  Referral management deficiencies, including lost or unaddressed referrals;
6. Laboratory orders “disappearing” that affected workflow and tracking, and delayed results;
7. Patient portal and secure messaging being inaccessible; and
8.  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.

During the senate hearing, committee chair Sen. Jon Tester (D-MT) said, “There’s been damn little accountability. I hope Cerner’s watching this. If they’re not open to making a user-friendly health medical record, they ought to admit it so we can get the money back and start all over.” He told McDonough that the failures were “not all your fault—I don’t know if any of it is your fault.”

“It’s a lot of money you’ve entrusted to us,” McDonough told the committee. The serious problems, he said, were “on us.” He added, “We are taking swift and decisive action to incorporate the management rigor and enterprise jointness required for this program to deliver on its intended purpose: seamless excellence in VA care for veterans. VA’s first implementation of the [project] did not live up to that promise, either for our veterans or for our providers.”

He said he had ordered an overhaul that will include better training for clinical staff, more reliable testing and oversight of Cerner, and a leadership shake-up. He also said he had installed a patient safety team at the Spokane hospital.

Terry Adirim, MD, formerly with the DoD, took over the EHR program in January. In an interview, she said, “[W]e’ve made a substantial number of changes,” such as a new round of training for the hospital’s medical staff. “These deployments are really complex and they’re really hard,” Adirim said, noting that about half of digital medical records programs at private hospitals fail at first. She pointed to the revamped DoD program, which also had its flaws but is running much more smoothly. One of the issues, she said, is that many physicians did not realize that the Cerner system would differ so dramatically from VistA, the system it’s replacing.

The first installment of the rocky rollout left hospital staff confused and worn out. Sen. Patty Murphy (D-WA) said in 2021 that the Spokane staff had filed hundreds of reports of patient safety issues caused by the new system. “Patients are not getting accurate meds. Meds are sent to the wrong address. What used to take a few clicks is now a lot more complicated. Providers are burning out.”

A year later, in a statement, echoing her earlier comments, she said, “We need to put a pause on this rollout right now.”

But Adirim has said the VA is moving ahead with the rollout. The VA has added extra support staff and plans to have physicians from outside the hospital on hand in case things go wrong. According to the Washington Post, Deputy VA Secretary Donald Remy told the OIG that the VA is working to address the outstanding issues and hopes to resolve them by mid-May.

Meanwhile, the beleaguered project ran into another obstacle in early March, when computers went down at Mann-Grandstaff, leading to 20 hours of yet more confusion about medications and surgeries. The VA said the IT system outage also happened at Columbus, Ohio (another of the planned pilot spots). The system was back online the next day, with no known patient safety issues.

Eastern Washington Congresswoman Cathy McMorris Rodgers released a statement saying, “The shutdown of Mann-Grandstaff VA yesterday is another event in a series of challenges that the new electronic health record has created for staff and veterans at the facility. My understanding is that an update made to help the VA’s database for demographic data better communicate with the Cerner system was not performed correctly. Mann-Grandstaff leadership rightly took the system offline until the scope of the problem was understood, so no patients were harmed.” 

However, Sen. Murphy called the technical failure “absolutely unacceptable.” In a more recent statement about the rollout, she said, “This is about patient safety and it needs to get fixed—period. VA needs to be upfront about issues like this in real time—Congress absolutely requires transparency when it comes to failures as serious as this. I should be hearing about this from local reporting first.”

If the high-quality care veterans deserve is uncertain at any point, she added, “the rollout should be delayed.” Again.

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:

1.  Patient record flags, including failures to transfer flags and information related to patients at high risk for suicide;
2. Data migration errors leading to inaccurate name, sex, and contact information;
3.  Scheduling process issues, such as delays in primary care scheduling;
4.  VA Video Connect problems, including inoperable and misdirected links;
5.  Referral management deficiencies, including lost or unaddressed referrals;
6. Laboratory orders “disappearing” that affected workflow and tracking, and delayed results;
7. Patient portal and secure messaging being inaccessible; and
8.  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.

During the senate hearing, committee chair Sen. Jon Tester (D-MT) said, “There’s been damn little accountability. I hope Cerner’s watching this. If they’re not open to making a user-friendly health medical record, they ought to admit it so we can get the money back and start all over.” He told McDonough that the failures were “not all your fault—I don’t know if any of it is your fault.”

“It’s a lot of money you’ve entrusted to us,” McDonough told the committee. The serious problems, he said, were “on us.” He added, “We are taking swift and decisive action to incorporate the management rigor and enterprise jointness required for this program to deliver on its intended purpose: seamless excellence in VA care for veterans. VA’s first implementation of the [project] did not live up to that promise, either for our veterans or for our providers.”

He said he had ordered an overhaul that will include better training for clinical staff, more reliable testing and oversight of Cerner, and a leadership shake-up. He also said he had installed a patient safety team at the Spokane hospital.

Terry Adirim, MD, formerly with the DoD, took over the EHR program in January. In an interview, she said, “[W]e’ve made a substantial number of changes,” such as a new round of training for the hospital’s medical staff. “These deployments are really complex and they’re really hard,” Adirim said, noting that about half of digital medical records programs at private hospitals fail at first. She pointed to the revamped DoD program, which also had its flaws but is running much more smoothly. One of the issues, she said, is that many physicians did not realize that the Cerner system would differ so dramatically from VistA, the system it’s replacing.

The first installment of the rocky rollout left hospital staff confused and worn out. Sen. Patty Murphy (D-WA) said in 2021 that the Spokane staff had filed hundreds of reports of patient safety issues caused by the new system. “Patients are not getting accurate meds. Meds are sent to the wrong address. What used to take a few clicks is now a lot more complicated. Providers are burning out.”

A year later, in a statement, echoing her earlier comments, she said, “We need to put a pause on this rollout right now.”

But Adirim has said the VA is moving ahead with the rollout. The VA has added extra support staff and plans to have physicians from outside the hospital on hand in case things go wrong. According to the Washington Post, Deputy VA Secretary Donald Remy told the OIG that the VA is working to address the outstanding issues and hopes to resolve them by mid-May.

Meanwhile, the beleaguered project ran into another obstacle in early March, when computers went down at Mann-Grandstaff, leading to 20 hours of yet more confusion about medications and surgeries. The VA said the IT system outage also happened at Columbus, Ohio (another of the planned pilot spots). The system was back online the next day, with no known patient safety issues.

Eastern Washington Congresswoman Cathy McMorris Rodgers released a statement saying, “The shutdown of Mann-Grandstaff VA yesterday is another event in a series of challenges that the new electronic health record has created for staff and veterans at the facility. My understanding is that an update made to help the VA’s database for demographic data better communicate with the Cerner system was not performed correctly. Mann-Grandstaff leadership rightly took the system offline until the scope of the problem was understood, so no patients were harmed.” 

However, Sen. Murphy called the technical failure “absolutely unacceptable.” In a more recent statement about the rollout, she said, “This is about patient safety and it needs to get fixed—period. VA needs to be upfront about issues like this in real time—Congress absolutely requires transparency when it comes to failures as serious as this. I should be hearing about this from local reporting first.”

If the high-quality care veterans deserve is uncertain at any point, she added, “the rollout should be delayed.” Again.

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:

1.  Patient record flags, including failures to transfer flags and information related to patients at high risk for suicide;
2. Data migration errors leading to inaccurate name, sex, and contact information;
3.  Scheduling process issues, such as delays in primary care scheduling;
4.  VA Video Connect problems, including inoperable and misdirected links;
5.  Referral management deficiencies, including lost or unaddressed referrals;
6. Laboratory orders “disappearing” that affected workflow and tracking, and delayed results;
7. Patient portal and secure messaging being inaccessible; and
8.  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.

During the senate hearing, committee chair Sen. Jon Tester (D-MT) said, “There’s been damn little accountability. I hope Cerner’s watching this. If they’re not open to making a user-friendly health medical record, they ought to admit it so we can get the money back and start all over.” He told McDonough that the failures were “not all your fault—I don’t know if any of it is your fault.”

“It’s a lot of money you’ve entrusted to us,” McDonough told the committee. The serious problems, he said, were “on us.” He added, “We are taking swift and decisive action to incorporate the management rigor and enterprise jointness required for this program to deliver on its intended purpose: seamless excellence in VA care for veterans. VA’s first implementation of the [project] did not live up to that promise, either for our veterans or for our providers.”

He said he had ordered an overhaul that will include better training for clinical staff, more reliable testing and oversight of Cerner, and a leadership shake-up. He also said he had installed a patient safety team at the Spokane hospital.

Terry Adirim, MD, formerly with the DoD, took over the EHR program in January. In an interview, she said, “[W]e’ve made a substantial number of changes,” such as a new round of training for the hospital’s medical staff. “These deployments are really complex and they’re really hard,” Adirim said, noting that about half of digital medical records programs at private hospitals fail at first. She pointed to the revamped DoD program, which also had its flaws but is running much more smoothly. One of the issues, she said, is that many physicians did not realize that the Cerner system would differ so dramatically from VistA, the system it’s replacing.

The first installment of the rocky rollout left hospital staff confused and worn out. Sen. Patty Murphy (D-WA) said in 2021 that the Spokane staff had filed hundreds of reports of patient safety issues caused by the new system. “Patients are not getting accurate meds. Meds are sent to the wrong address. What used to take a few clicks is now a lot more complicated. Providers are burning out.”

A year later, in a statement, echoing her earlier comments, she said, “We need to put a pause on this rollout right now.”

But Adirim has said the VA is moving ahead with the rollout. The VA has added extra support staff and plans to have physicians from outside the hospital on hand in case things go wrong. According to the Washington Post, Deputy VA Secretary Donald Remy told the OIG that the VA is working to address the outstanding issues and hopes to resolve them by mid-May.

Meanwhile, the beleaguered project ran into another obstacle in early March, when computers went down at Mann-Grandstaff, leading to 20 hours of yet more confusion about medications and surgeries. The VA said the IT system outage also happened at Columbus, Ohio (another of the planned pilot spots). The system was back online the next day, with no known patient safety issues.

Eastern Washington Congresswoman Cathy McMorris Rodgers released a statement saying, “The shutdown of Mann-Grandstaff VA yesterday is another event in a series of challenges that the new electronic health record has created for staff and veterans at the facility. My understanding is that an update made to help the VA’s database for demographic data better communicate with the Cerner system was not performed correctly. Mann-Grandstaff leadership rightly took the system offline until the scope of the problem was understood, so no patients were harmed.” 

However, Sen. Murphy called the technical failure “absolutely unacceptable.” In a more recent statement about the rollout, she said, “This is about patient safety and it needs to get fixed—period. VA needs to be upfront about issues like this in real time—Congress absolutely requires transparency when it comes to failures as serious as this. I should be hearing about this from local reporting first.”

If the high-quality care veterans deserve is uncertain at any point, she added, “the rollout should be delayed.” Again.