I saw this story earlier out of the Washington Post. This is one of the reasons why I am glad/happy that Walter Reed is closing due to the Base Realignment Commission (BRAC) recommendations. I see people all the time lamenting about it closing and upset, yet they have no idea what it's really like there. I'll give a few of my thoughts here while I think about it, and probably come back later to add more.
First my background: I worked at Walter Reed for around 5 months and have gone there several times for various reasons.
As the story stated the medical care at WRAMC is top notch as expected, the problem comes in when ancillary staff start to get involved. At WRAMC the ancillary staff tend to be on the apathetic side. They seem to just not care, if it's not in their job description then you better find someone else. The term "team" has no meaning in that place. This is usually limited to the civilian staff, who happen to do some of the most important jobs, ie nursing, case workers, etc.
One problem that the story doesn't mention is the number of soldiers who are "milking" the medical hold system. The numbers are low; however, there are a few who want to extend their stay as long as possible so they can collect an easy paycheck. I saw it too many times while I worked with the psychiatry department. As I state the numbers are low for this, but they take up space.
Second problem: WRAMC is in a horrible part of town. They even mention the drug dealing in the story. You look at Bethesda and it is is a very nice area of town.
Most of the problems they mention in the story are simply because of the way the Army works. Paperwork getting lost happens everywhere in the military. Multiple computer systems not talking to each other: every try to get your pay corrected ? Forget it. The problem is that these soldiers are usually not in a position to get it fixed as easily.
Unfortunately there just isn't room for all the outpatients that WRAMC is now taking care of. Hopefully the problems brought to light in this report will be repaired soon. And WRAMC can't close soon enough in my eyes.