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Phoenix VA Health Care System

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Customer Service

The Veteran Experience (Advocacy) Program

The Patient Advocacy Program was established to ensure that all Veterans and the family members who are served in VHA facilities have their concerns addressed in a timely manner. The Patient Advocate role is to act as a liaison for the Veteran with medical staff to communicate and help resolve concerns. This does not mean that a Patient Advocate can always provide the resolution one seeks. If a Veteran’s expectations cannot be met, the Patient Advocate will explain why his or her desired resolution cannot be accomplished.

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Jennifer Russoniello

Patient Advocate (Supervisor)
(602) 222-2774

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Julia Daniel

Patient Advocate
(602) 222-2774

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Karen Sparks

Patient Advocate
(602) 222-2774

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Victoria Briggs

Patient Advocate
(602) 222-2774

 
Alternatively, you may contact us through e-mail using the VA National Inquiry Routing & Information System (IRIS).

Additional Contacts

Jennifer Russoniello (supervisor), Karen Sparks, Julia Daniel, and Victoria Briggs.

For a listing of additional contacts, please visit our phone directory.

The Patient Advocacy Program was established to ensure that all Veterans and the family members who are served in VHA facilities have their concerns addressed in a timely manner. The Patient Advocate role is to act as a liaison for the Veteran with medical staff to communicate and help resolve concerns. This does not mean that a Patient Advocate can always provide the resolution one seeks. If a Veteran's expectations cannot be met, the Patient Advocate will explain why his or her desired resolution cannot be accomplished.  Patient Advocates can assist with issues regarding:

  • Staff courtesy
  • Access and timeliness
  • Health care decisions and preferences
  • Coordination of care
  • Physical comfort
  • Patient education
  • Family involvement in care
  • Risk management
  • Medical records concerns
  • Eligibility issues
  • Environmental issues
  • Medical center regulations and policies
  • Information
  • Compliments for staff
 

We want you to get the best care possible. Your treatment team is your first point of contact. This team includes your doctor, nurse, social worker, dietitian, pharmacist, chaplain, therapist, and other professionals who provide your medical care. If you or your family member believes your concerns are not being addressed by your treatment team, you may contact a VA Patient Advocate. The Patient Advocate works directly with management and employees to help resolve your issues. 

Please refer to the Patient Advocate brochure for additional information regarding assistance with issues or concerns for Service-Connected Disability Claims, Privacy Violations, Amendment to Records Requests, Access to Agency Records, Medical Record requests, Discrimination Complaints, or Travel Reimbursement.

You may be able to resolve your healthcare concerns without the need to file a formal complaint. Please try the following steps:

  • Notify a member of your health care team about your concerns
  • If no resolution, please request to speak with a supervisor of the area

The Patient Advocate staff is here to assist you when you have taken these steps and a resolution has not been accomplished. Please be advised, this office files formal complaints and a resolution is not immediate. The Patient Advocate office has up to 7 days, and in some cases longer, to work with you and your health care team to reach a resolution. The Patient Advocate Office is open from 7:30 a.m. to 3:30 p.m., Monday through Friday. You may also reach us through MyHealtheVet secure messaging. Alternatively, you may contact us through e-mail using the VA National Inquiry Routing & Information System (IRIS).

Your complaint will not compromise your right to current or future care. Your concern will be handled in a private and confidential manner. Your questions, concerns and suggestions for improved care and service are always appreciated. For more information, visit our Patient Concerns page.