# VHA Progressed in the Follow-Up of Canceled Appointments during the Pandemic but Could Use Additional Oversight Metrics
> **Review** by Department of Veterans Affairs OIG · 2022-11-03
> *About: Department of Veterans Affairs*
## Report
- **Title:** VHA Progressed in the Follow-Up of Canceled Appointments during the Pandemic but Could Use Additional Oversight Metrics
- **Submitting OIG:** Department of Veterans Affairs OIG
- **Component agency:** Department of Veterans Affairs
- **Type:** Review
- **Publication date:** 2022-11-03

## Summary

The OIG reviewed the Veterans Health Administration’s (VHA) progress in monitoring their follow-up of canceled appointments during the COVID-19 pandemic.In 2020, the OIG reported that VHA had not followed up on about 32 percent of canceled appointments. VHA then implemented the Cancelled Appointments and Consult Management Initiative and created a cancellation report to track follow-up conducted for appointments originally scheduled to occur after July 21, 2020. The report allowed tracking by types of care, by month, and cumulatively, but VHA did not use all the reporting features.


## Recommendations

- **Rec 01** (Closed): Monitor facility follow-up rates by type of care and on a month-over-month basis, establish monitoring metrics, and assist facilities if they fall below these metrics.
- **Rec 02** (Closed): Evaluate and update, as appropriate, whether activities that occurred before cancellation and notations of “No Action Other Reason” should be tracked as follow-up.
## Source
- [oversight.gov report page](https://www.oversight.gov/reports/vha-progressed-follow-canceled-appointments-during-pandemic-could-use-additional-oversight)
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