The VA hospital system is a government run system which seems to be the way that the entire health care system is going but that is another topic for later. The experience the general public has with government run systems ,at any level of government ,usually involves lots of paperwork, long wait times and confusion.
Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or satisfactory.