shownhart, the top official in charge of this. he's the man who has written this eight-page memo to va medical facilities saying cut it out, no more of these inappropriate scheduling practices. let me tell you that what he tells us is he wrote the memo not because he says he had any personal knowledge of these practices, but he wanted to write it proactively. he said, "this is a proactive step to set the tone that there will be zero tolerance." but when you read the memo, he says it has come to his attention that, in fact, there are these inappropriate scheduling practices, these gaming strategies. what are we talking about? things like veterans who may not read the absolute fine print on their paperwork, maybe they don't read it and then their appointment gets canceled if they don't show up technically ten to 15 minutes before the appointment time at the doctor's. va cancels it and the statistics