Pembroke Pines VA Clinic

"I have had only courteous, professional service. I am thankful for the service provided by the VA."

"No sign stating hours on the door. Official VA website says open 8am-430pm. Came at 4'o clock and closed. I mean I get if I came 5 mins before closing but I didn't. This is ridiculous"

"The travel pay kiosk(and check in kiosk) was removed. BTSSS- Google this. This is how you do travel claims, online now. Or try to somehow get the paper copy (I don't know if the clinic has them) and mail to travel in VAMC Miami. It's a shame they removed the kiosk. But try to use BTSSS online. Or Google VA travel form and print and fax or mail to VAMC Miami travel dept. Check in , it's now at the front desk (because, as I said before, the kiosk was removed). We have 2 clerks typically at this VA location. Specifically with regard to one specific clerk, I have had many varied experiences with this person. Some basic experiences that went fine, cordial, and were okay. No issues. Other times, I have had very very troubling and negative experiences with this one specific clerk. I did speak to the manager of this clinic (who does not work on site at the clinic and only visits seldom), and addressed these above issues‐ and the one specific employee. Perhaps it helped. I don't know. As I said, the experiences ran the full gamit, both positive and negative. The actual medical clinicians, they are fine, and do decent medical work and help. And for that I am grateful. I would just say that to be positive and nice as a clerk, it's very important. Yes, I have had many basic and cordial experiences with the clerk that went fine, but the other times are hard to forget. The fact that the other clerk heard and witnessed the entire encounters. And the other veterans who experienced this same treatment, and didn't report it to the supervisor (who isn't on site so doesn't know). Or perhaps the supervisor did know. Perhaps other veterans "complained" as well. Made our voices heard? Whatever it's called. In any case, I hope for the cordial and respectful experiences to continue. Yes, I am disappointed by the past. But I remain very hopeful for the future and pray things get better and better. Yes, if a bad situation happens, report it. If a positive situation happens, tell the patient advocate and managers as well. Communicate all experiences, both positive and negative. Full transparency with the patient advocate and managers. Employees deserve "punishment" or whatever negative repercussions for "bad" behavior. But, to be fair, they should be "rewarded " for a job well done (even if this is the basic standard "they are just doing their job"- thanks is always appropriate in my opinion for this). It could truly be the difference in someone's day- being kind to others. The job as front desk clerk may seem depressing or "small" to some- but it is not. It's very important and I believe a pivotal role- because it's the "glue" the holds the office together- the gatekeeper- scheduler- communicator. For veterans with very real medical issues. Mental and or physical pain. If someone doesn't fit into this role well, I would hope they would find a better spot where they can serve but without direct patient contact. This job, as clerk, needs more quality control. It's really important that the clerk be "on point" in everything they do. Thats where the manager , needs to do a better job . If you need to reassign (or fire) the employee, do so. I do appreciate everyone's sacrifice for us- yes you get paid- but I do appreciate all you do. It's not easy- but you are important to all the veterans that you serve. I just hope for niceness, professional behavior, and respect. Praying for better days ahead ,for all of us."

"Veterans. I here your voices but one question. How many of you have called your congressman to voice your concerns. I thought so. The Kiosk is a big Concern, Second, The behavior of the clerks, not good. suggestion get the mailing address of the congress man/woman and post. it here and start a letter campaign."

"Robert, the young man at the front desk, must be fired. The physicians must learn to use VA Video Connect. The clinic needs a U.S. Veteran as a Manager."