Backlog of unopened mail at Atlanta VA hospital included veterans' medical records

April 28th, 2022

The basement of the Atlanta VA medical facility warehouse where unopened mail was initially stored. (Atlanta VA HCS)

More details are emerging about a backlog of unopened mail at the Atlanta Veterans Affairs (VA) Medical Center that first came to light last fall. A government audit released this week shows the close to 18,000 pieces of mail included thousands of time-sensitive medical documents for veterans.

The audit report from the Office of Inspector General found the massive pile of mail at the VA stacked up as high as 10 feet. Some of the unprocessed correspondence dated back at least 10 months.

Around 57 percent of the pile were medical documents — 10,020 veteran medical records.

Another more than 40 percent were claims needed to reimburse community medical providers for patient services, including one claim for emergency care totaling more than $3,000.

The backlog also included invoices and “numerous” checks totaling more than $200,000.

Correspondence from a veteran who forwarded a bill for emergency services provided in October 2020, included in the mail backlog that was processed in September 2021. (Atlanta VA HCS)

Read the full report at the OIG website.

Since last year when journalists at the Atlanta Journal-Constitution and WSB-TV first made the backlog public, an Atlanta VA spokesperson says, workers have sorted and processed all of the backlogged mail.

The VA says it’s taken a host of other steps as well. These include increasing training for staff, and tightening accountability and oversight in the relevant department.

Office of Inspector General investigators also mandated other fixes for the Atlanta VA to complete.

VA officials say those additional steps are expected to be finished next month.