Outdated VA Scheduling Systems Causing Delays in Veteran Care; Federal Watchdog Calls for Immediate Overhaul

Veterans seeking health care appointments through the Department of Veterans Affairs may continue facing delays as the agency struggles to modernize its outdated scheduling systems. A new report by the Government Accountability Office (GAO) finds that the VA’s effort to improve scheduling lacks a comprehensive plan and is missing key elements necessary for timely implementation.

The VA currently uses dozens of different systems to manage tens of millions of health appointments each year, which has created confusion for schedulers and barriers for veterans attempting to book care online. Although the agency has begun efforts to update these systems, the GAO found that the project schedule does not account for all necessary IT work. This gap undermines coordination between the Veterans Health Administration (VHA) and the Office of Information and Technology (OIT), which could prolong system failures that directly impact appointment availability.

In addition to project planning concerns, the VA has yet to fully implement several best practices for managing system requirements. The GAO noted that while the department has made some progress—such as conducting needs assessments and eliciting requirements—it lacks a comprehensive plan to monitor progress and ensure that deliverables meet system needs. Without clear oversight, veterans may continue to encounter online scheduling difficulties and health care delays.

The GAO has issued two recommendations: first, that the VA develop a complete and credible schedule for its modernization program; and second, that it implement a robust plan for tracking and managing system requirements. The VA agreed with both recommendations, but as of the latest report, these improvements remain pending. Until fully implemented, veterans and VA staff alike can expect ongoing disruptions in scheduling access.

Article by multiple contributors, based upon information from the Government Accountability Office press release GAO-25-106851, published June 23, 2025.

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