VA Compensation and Pension (C&P) Exams
If a different contractor is coordinating your C&P exams, go to C&P Exam companies contracted by the VA - VES, LHI, Optum, and QTC to find their contact information.
NOTE ABOUT CANCELING APPOINTMENTS:
If you are going through the BDD process, if you miss or cancel an appointment, according to the VA representative I had, the VA can cancel all further appointments. Your process will stop until you are out of the military.
How do I see what appointments I have - is there a portal?
My C&P appointments were handled by VES, which has a portal where the exiting service member can view their appointment details. You will need to have a username and password to access this portal. If you know which company will be handling your C&P exam and you have yet to receive an email, call them as soon as possible to establish an account.
How often should I check my email and the portal to confirm appointments, and what should I confirm?
My recommendations are as follows-
Check your email at least three times a day - morning, afternoon, and evening. Each company is different. During my C&P exams, VES's system is supposed to send you an email with an attached set of instructions for every appointment; however, I only received an email with an attached set of instructions for some of my appointments, not all. If you receive an email for an appointment, immediately go onto the portal and confirm it is there, then call VES and verbally confirm the appointment with their representative.
Check the portal at least three times a day regardless if you have received emails and phone calls. An appointment can appear on the portal, and you will not receive a notification via email or phone.
Confirm the following information for the appointment:
Confirmation number
Date
Time
Location
Examiner Name
What is the appointment specifically for - is it for a specific claim or a set of claims, or are you getting labs, imaging, or some other diagnostic test done before a C&P exam?
How will I be contacted?
They may attempt to contact you in several ways throughout your C&P exam process.
Email - I recommend using a civilian email address if you lose access or have problems with your DOD email, which may jeopardize the rest of your C&P exams because you were "not answering." When you contact them, make sure they have a valid and correct email address to reach you. Ensure you have access to that email and check it at least twice daily for updates. Make sure you check your SPAM or JUNK folder for any emails that get sent there.
Phone - they should use the number you provided the VA - when you contact them, make sure they have a valid and correct phone number to reach you. If you screen your cell phone calls or immediately block unfamiliar calls, I suggest you answer every call (even on evenings, weekends, and holidays). They will make a repeated attempt to reach you. If they can't contact you to confirm information or an appointment, you may jeopardize the rest of your C&P exams because you were "not answering."
How will appointments be scheduled?
They will schedule your appointments on the first day the examiner is available. Unless you inform them, they will ASSUME you are available anytime (even nights, weekends, and holidays). They will ASSUME you can make an appointment two days from today. Remember, you may have other competing events such as the Transition Assistance Program (TAP), internships, surgeries, dental, and other competing obligations that you can't reschedule. YOU must make every effort to ensure that VES knows when you are and are not available so they can schedule you accordingly. Some appointments can be a 4-5 hour drive (one-way), so be prepared.
Who examines me?
Some C&P examiners are local specialty clinics, such as for mental health, eye exams, audiology, or even for some basic labs and imaging (X-RAY, MRI, etc.). You will probably have a C&P examiner from the specific contracted company, such as VES, and they will handle the more general but very long and extensive exam (that is, anything not covered by a specialty appointment).
How will appointments be handled outside the local area?
They may ask that you agree or disagree with appointments outside a mile or hour radius. Some appointments can be a 4-5 hour drive (one-way). You will have to check with your assigned C&P examiner company to see if they can reimburse you for any travel to and from your appointments. Be prepared to pay out-of-pocket.
How will a telehealth C&P exam work?
You should be sent an email with a URL. NOTE: In my case with VES, you must have an established VES account to access this link. Ensure you have logged into your VES account on the device you plan to have the telehealth appointment. It is browser-based, and you shouldn't need to download any software to work; however, it may not be compatible with your phone, tablet, or computer. Make sure it works days before the appointment. The appointment WILL be using a camera to view you, and you will see the telehealth provider. Ensure you are in an environment where you can hear the telehealth provider and talk with them without interruption or disruption of pets/children/family/other people. When any telehealth appointment begins, make sure you are 5 minutes early. Do not hang up if no one shows up at your appointment. Be patient; mine was 10 minutes late. If the examiner does not show up after 15 minutes, contact VES immediately and let them know. Please check with your contracted C&P examiner company for specifics about your telehealth appointments.