When clinical psychiatrist Cher Morrow-Bradley and other health care providers call the Veterans Choice program, they are greeted with a recorded, 90-second "thank you" from Veterans Affairs Secretary Bob McDonald.
It's not having the intended effect.
"Why don't you make this easier? The process is so cumbersome, and I have to listen to you thanking me for spending all this time and then I get put on hold," says Morrow-Bradley, adding that she hasn't figured out how to skip the message.