Can I go first, Allan?
Mr. Davidson, those are excellent questions, excellent points.
First, with regard to the call centres, that is a perfect example. It seems like such a minor thing, but it's a perfect example of how the bureaucracy prioritizes statistics instead of results. The only concern in Veterans Affairs is how quickly they answer the phone. The concern is not whether it's been resolved, whether there's been follow-up, whether there's been help offered, whether there's going to be a practitioner assigned. That's not the concern. The bureaucracy, just like the case management ratio.... Let's get that case management ratio down, but are we asking whether that veteran actually received true case management? Did they really get help? Did they move on with their life? Did they progress?
In terms of the medication and the upfront costs, I've gone through a number of practitioners who will not deal with Veterans Affairs. It is too burdensome on them. I have to do the paperwork for them. It's absolutely inexcusable. Other practitioners say, “No, I won't see you because I don't want you to have the burden of dealing with it, or me. I just don't want anything to do with Veterans Affairs.” That's a truly sad situation, in my mind.