✉️ from Erin Kays, DVA:
Dear Representative Val Hoyle:
This letter is in reply to the congressional inquiry received on behalf of your constituent Logan Isaac expressing concern with Community Care. Hearing from Veterans and their families helps us understand what Veterans are experiencing when seeking services at the VA Portland Health Care System (VAPORHCS). This type of feedback is essential for us to continue to improve and to meet the veteran’s expectations of the organization.
In reply to your constituent’s email correspondence Logan Isaac was contacted to discuss the following actions towards resolution as outlined below:
- Community Care Chiropractic continuation of care
Community Care nurse case manager spoke with Veteran, who expressed frustration and told Community Care nurse case manager that he was not happy. He feels the VA is hurting him and he believes the Community care clinic when they say they have submitted Request for Services (RFSs).
Community Care nurse case manager attempted to explain that we do not show anything in our system, but the one submitted on 04/08/2026 and that it had been processed and faxed out. Veteran again stated he is tired of the run around and is close to suing the VA as he has had multiple ER visits due to his back going out. Community Care nurse case manager listened to the Veteran’s frustrations and when Community Care nurse case manager tried to speak but was interrupted and told to never call the Veteran again. Community Care nurse case manager confirmed what Veteran had said.
Veteran said again "do not call me again" goodbye and ended the call. Veteran then called back and asked for the VA auth number and then ended the call. Community Care nurse case manager also called the clinic and spoke with Veteran’s provider who stated they sent the requested RFS, at the end of March and the most recent one April 8th. The Provider moving forward, will fax the RFS 30 days before current auth expires and will call Community Care nurse case manager directly if they have not heard back within 2 weeks of sending the request for continuity of care.
If Logan Isaac has any further concerns, please refer the Veteran to Community Care service level advocate at (503) 220-8262, ext. 52408 and reference the in-reply to correspondence information noted above.
Sincerely,
ERIN KAYS
Program Specialist for Community Care
