What this means
m21-5:3.A.7 explains purpose of iprs. In plain terms, the official guidance says an IPR is a specialized review designed to correct deficiencies identified during the claims process and to identify training opportunities. It also addresses when applicable, OAR will create and manage IPR case selection based upon national error trend analysis. QMS will automatically route and assign cases based upon individuals or claims processes.
How this may help with a claim
Use m21-5:3.A.7 as an internal VA audit trail for purpose of iprs, not as a promise of a particular result. Compare the actions recorded in your claim file or decision notice with this source-specific detail: An IPR is a specialized review designed to correct deficiencies identified during the claims process and to identify training opportunities. When applicable, OAR will create and manage IPR case selection based upon national error trend analysis. If the record does not show the expected action, identify the missing step precisely when asking VA or an accredited representative to review the file.
What to review in your file
- Check the file against this official condition: When applicable, OAR will create and manage IPR case selection based upon national error trend analysis. QMS will automatically route and assign cases based upon individuals or claims processes.
- Confirm that the record or notice addresses this source point: IPRs are designed to be a quick touch review with emphasis on specific error trends. The QRS should not perform a full end to end review of the entire claim.
- Document how this stated step or exception applies: Errors not within the scope of the specific IPR checklist noted during the review should be identified and corrected per quality error correction procedures.
Important limits
m21-5:3.A.7 is primarily internal workflow guidance about purpose of iprs. It can help identify what VA was expected to document, but it does not by itself create a claimant deadline, a freestanding entitlement, or a guaranteed remedy. The source also states: An IPR is a specialized review designed to correct deficiencies identified during the claims process and to identify training opportunities. Targeted OAR IPRs will be documented in QMS and notification of any error follows the standard WMS notification procedures.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Purpose of IPRs
- m21-5:3.A.7
- Purpose IPRs
- Process Reviews IPRs
- review criteria IPRs
- standard review IPRs
- recording method IPRs
- corrective action time limits
Original VA guidance
The official VA text of this section
7. In Process Reviews (IPRs)
Introduction
This topic contains information about IPRs, including
- purpose of IPRs,
- review criteria for IPRs,
- standard of review for IPRs,
- recording method for IPRs,
- corrective action time limits for IPRs, and
- rebuttal process for disagreements on IPRs.
Change Date
May 24, 2024
3.A.7.a. Purpose of IPRs
An IPR is a specialized review designed to correct deficiencies identified during the claims process and to identify training opportunities.
Immediate feedback will be provided to employees so that prompt corrective action can be taken to resolve deficiencies.
3.A.7.b. Review Criteria for IPRs
DROCs should conduct IPRs based on local error trends and analysis. Selection and tracking of these reviews are completed outside of QMS based on local DROC procedures.
IPRs may be developed by OAR based upon error trends noted on quality review metrics. New IPR checklists are released on an as-needed basis.
When applicable, OAR will create and manage IPR case selection based upon national error trend analysis. QMS will automatically route and assign cases based upon individuals or claims processes.
DROCs do not have a monthly requirement of IPRs to complete.
3.A.7.c. Standard of Review for IPRs
IPRs are designed to be a quick touch review with emphasis on specific error trends. The QRS should not perform a full end to end review of the entire claim. The QRS should limit the review to the basic information needed to determine whether the action completed by the employee under review was complete and correct under the appropriate IPR checklist.
Errors not within the scope of the specific IPR checklist noted during the review should be identified and corrected per quality error correction procedures.
3.A.7.d. Recording Method for IPRs
DROCs must track IPRs locally and must maintain an IPR log throughout the FY. At a minimum, the IPR log should include the following information specific to each IPR:
- Reviewed employee
- Date of IPR
- Identified task error(s)
- Date error(s) corrected by the reviewed employee
Targeted OAR IPRs will be documented in QMS and notification of any error follows the standard WMS notification procedures.
3.A.7.e. Corrective Action Time Limits for IPRs
The employee has five business days after notification of an error to correct it.
3.A.7.f. Rebuttal Process for Disagreements on IPRs
IPRs are non-punitive and therefore there is no formal rebuttal process for errors cited. Any disagreements should be handled by the reviewed employee's DROC QRT coach.
Note: Reconsiderations for targeted IPRs completed in QMS are to be submitted through QMS and proper routing procedures will be applied.
M21-5, Chapter 3, Section A.5.k contains additional information on how reconsiderations flow through QMS.