Detailed text transcripts for TV channel - CNN - 20100705:14:02:00
On this memo that we got our hands on. when they -- it was referred to as gaming strategies, a tactic used to improve customer service scores. are there bonuses involved in certain things that the va does, members of the va that are working in these clinics? i mean, is there a financial incentive to basically hose vets? >> i think it's a bureaucratic incentive though there are bonuses, we measure things for example waiting times, if you have a good waiting time you come up high in scores. that may get you a promotion. but if the waiting times are gamed, that is they don't count the times that ...
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