VA Sec: Disney doesn’t measure wait times, so why should we?
Speaking to the Christian Science Monitor, Veterans Affairs Secretary Robert McDonald compared wait times at VA hospitals to wait times at Disney.
At a Monitor-hosted breakfast with reporters in the lead up to Memorial Day, the secretary was questioned about why the VA does not publicly report when veterans first ask for an appointment, known as the “create date.” The information can be used to calculate how long vets had to wait for an appointment.
“The days to an appointment is really not what we should be measuring. What we should be measuring is the veteran’s satisfaction,” McDonald said. “What really counts is how does the veteran feel about their encounter with the VA? When you go to Disney, do they measure the number of hours you wait in line? What is important is, what is your satisfaction with the experience.”