Technology and the Veterans Administration
One of the biggest issues I see with our older veterans is not understanding how to navigate the technology the Veterans Administration (VA) is trying to implement. I am not talking about the technological advancements the VA’s making in the medical field and prosthetics, I am talking about the everyday use of computers to do tasks that humans used to do. Making appointments, get medical records, talking to your primary care doctor, or getting prescriptions re-filled has become a chore because of the way the VA has set up the computer system. I have discussed with several Vietnam veterans or older veterans who don’t use computers or even own them. On multiple occasions I have asked our older veterans for their e-mail address and they don’t have one. To the older generations it is tough not being able to keep up with the technology. Some can’t afford a computer because they are living on a fixed income and only have social security, some are totally computer illiterate, and some refuse to use it for fear of their information getting out, or just plain principle, they refuse to change.
I can understand how the older veterans feel. It appears we now live in password “hell”. With the need to keep changing passwords every 30 days or so, and not being familiar with computers it can be tough. I struggle with the VA computer system and use a computer every day. I have one client who struggles and can’t get e-benefits to work for him. He has been working for hours with a representative from the VA to get his e-benefits up and running so he can do what is required. The man is 76 years old, should we really expect him to know how to navigate a computer system as complicated as e-benefits can be. Should we force veterans to utilize something they are not familiar with or not know how to do?
The VA is trying to save money by instituting the on-line programs, I understand that. The problem is the VA often doesn’t look at how it will affect the people who are left behind in the “upgrade” to a computer program. The VA computer system is not user friendly for some veterans, especially the older ones, the programs cause more stress and frustration for some veterans. How can we work through these issues? Let’s take a step back and look at things from a realistic perspective. The central call center for the VA should be able to handle this type of situation. Let the veterans call into the center and get what they need taken care of. Do not force the older WWII, Korea, and Vietnam era veterans to use a computer, it just creates stress and frustration for some veterans, and it also creates a negative VA experience.
Some of the older veterans are better at computers than others, I know a 76-year-old who builds web pages and uses the computer for bookkeeping. There are some who have made the adjustment, but should we force others who are not comfortable with utilizing the computer to use it for their claims or information? If a veteran does not know what they are doing the computer can be intimidating. Is it in the best interest of our veterans to make them do something they are not comfortable with? The VA has a lot of issues it needs to deal with, this is an easy one to fix, don’t make our older veterans use something they are not used to using. Don’t force the older veterans to deal with the stress of an unknown computer program to get their needs met. Have a real person they can work with to help them with the process and take care of their issues as stress free as possible, it is the least we can do for our older veterans.
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