crisis line, no one answered the phone. someone actually had to walk up from the fourth floor to go to the fifth floor to get someone to take a veteran's call. >> if february the general noted not enough is being done to track how effective the centers are when it comes to patient outcomes or other quality indicators. davis says this remains a problem. >> currently we don't have a standardization for quality assurance. that's something basic that you would have for a call center, for a credit card company, for a cable company. >> in the past, it was difficult for us because we didn't have the management information that would allow us to go back. okay. what responder did they speak to? how much can that responder reconstruct the phone call? >> now what we have to do is use the foundation, leverage off of it to deliver better outcomes. >> an internal memo shows the number of abandoned or unanswered calls did not decrease from april to september