Veterans plagued by errors in health benefit system due to computer mishap

Vietnam Veterans Honored with Traveling Memorial

A heartfelt salute to our Vietnam veterans as they are honored by the nation. In this article, we’ll break down the recognition they deserve, while also delving into a recent issue involving the Veterans Affairs (VA) system.

A Helping Hand Turns a Bit Awry

The VA, with its best intentions, introduced an automated system in December 2021 to expedite decisions on disability claims. It was a response to what they thought would be a flood of claims from Vietnam-era veterans affected by Agent Orange exposure, a substance linked to high blood pressure.

This automated system was designed to collect data on high blood pressure from VA treatment records, compiling it into a summary for VA staff to review before finalizing the claims. However, a recent VA Office of the Inspector General (OIG) report revealed a hiccup in this well-intentioned plan.

27% Error Rate Discovered

The OIG report found that this automated system contributed to inaccurate ratings in 27% of high blood pressure claims it processed. This means that more than a quarter of the claims were decided wrongly due to incomplete data handled by the system.

The IG’s office recommended improvements to both the technology and the quality assurance process. According to Larry Reinkemeyer, the VA assistant inspector general for audits and evaluation, this is crucial to ensure that deserving veterans receive their entitled benefits.

The Human Touch in Technology

This incident highlights the importance of human oversight when using artificial intelligence tools. Christopher Alexander, chief analytics officer of Pioneer Development Group, emphasized that AI systems are not infallible geniuses but tools that need proper guidance.

“Human error and poor quality control led to bad data fed into the system that the AI could not identify as faulty,” Alexander explained.

Data Collection Matters

Phil Siegel, founder of the Center for Advanced Preparedness and Threat Response Simulation, stressed the need for cleaning up data collection and entry systems before embracing automated models. “Garbage in, garbage out” remains a reality for software systems, including AI models.

VA’s Response and Improvements

VA officials acknowledged most of the OIG’s recommendations and clarified that at no point did the automated system make final claims decisions. They explained that the system was still in the early stages of development during the inspection.

VA Press Secretary Terrence Hayes assured that the VA has been working on using automation to speed up claims processing and ensure veterans get their benefits swiftly. Hayes noted that on average, veterans receive initial decisions about 20 days faster with automation.

The VA has taken steps to modernize and improve their processes and communication with veterans, their families, caregivers, and survivors.

In conclusion, honoring our Vietnam veterans and ensuring they receive the support they deserve is paramount, but this incident also underscores the importance of handling technology with care and precision, especially when it involves the well-being of our veterans.