"The email message that was sent out by Ms. Paul is completely and totally unacceptable. It in no way reflects the attitudes of our staff toward our patients. We take great pride in the quality of care and the empathetic outreach we provide to the veterans we have the honor of serving," Mattice said.
"Let me emphasize that the staff at the Roudebush VA Medical Center have the highest regard for the veterans we serve. We fully understand it is an honor and a privilege to be able to serve our nation's veterans, and we take that responsibility very seriously. Our core values of Integrity, Commitment, Advocacy, Respect and Excellence must be reflected in everything we do. I ask Veterans to accept my apology for this failure, and to allow us to continue to demonstrate to you our commitment to your health and well-being."