Phoenix VA Health Care System
Patient Concerns / Patient Advocate
The Patient Advocacy Program is for all veterans and their families who receive care at Veterans Health Administration (VHA) facilities and clinics. We want to be sure you have someone to go to with your concerns in a timely manner and to help you receive care. If you need help getting care or getting your problems resolved, talk to the Patient Advocate here at the Phoenix VA Health Care System. We want to provide you with world-class veteran customer service and this is just one important way in which we do that!
VA Wants to Hear From You
The Department of Veterans Affairs (VA) wants to make sure you get the best care possible. Every employee at VA, especially your treatment team, wants to be involved in providing the best care possible. If you have a compliment, suggestion or concern regarding your care, first speak with your treatment team. Your treatment team includes your doctor, nurse, social worker, dietitian, pharmacist, chaplain, therapist and other professionals associated with your medical care. If you feel your concerns are not being addressed by your treatment team, you may contact a VA Patient Advocate. A Patient Advocate is an employee who is specifically designated at each VHA facility to manage the feedback received from veterans, family members and friends. The Patient Advocate works directly with management and employees to facilitate resolutions. You may contact the Patient Advocate at the Pheonix VA Health Care System or another VA facility.
There may come a time when you do not agree with your provider about the care that you are or will be receiving. Should this occur, discuss your concerns with your provider. If you still have concerns, ask to speak with your provider's supervisor or the Chief of the Service. If your concern is still unresolved, please contact the Patient Advocate who can assist you, if appropriate, in filing an appeal for a review of your concern.
After your visit, you may receive a confidential questionnaire in the mail from VA's Office of Quality and Performance asking you about your satisfaction with recent outpatient or inpatient treatment at our medical center. Please use the survey to let us know of any concerns, complaints, or questions you have about your care. We also appreciate compliments about what we are doing right. Each veteran's survey is used to help VA identify opportunities for improvement and to note positive trends — locally, regionally and nationally.
Whenever and wherever you receive VA care — outpatient, inpatient or long-term care, medical center or community-based outpatient clinics (CBOCs), VA wants you to receive timely, compassionate care and to get the most out of your visit or stay. Please, give us your feedback so we can provide the best customer service possible. You may also send positive or negative feedback to VA via our website at Contact the VA.Employees must respect and support your rights as a patient. If you would like more information about your rights as a patient, please talk with your VA treatment team members or if necessary, a Patient Advocate. Patient Rights and Responsibilities are posted in outpatient and inpatient areas. If you have not received a copy of your Rights and Responsibilities, please contact the Patient Advocate who can provide you with a copy or you may download a copy here.
- Rights and Responsibilities of VA Patients and Residents of Community Living Centers
- Rights and Responsibilities of Family Members of VA Patients and Residents of CLCs
The Phoenix VA Health Care System wants to ensure you to get the best care possible in a timely manner. If you have a challenge in receiving care, your treatment team should be 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, please contact a PVAHCS Patient Advocate. The Patient Advocate works directly with management and employees and can possibly help resolve your issues.
If you need help getting care or getting problems resolved, please contact the PVAHCS Patient Advocate Office on the first floor of the Ambulator Care Center (ACC) during normal business hours, Monday – Friday or by calling (602) 222-2774. Additionally, the Patient Advocate staff is accessible via the secure messaging function in the MyHealtheVet portal.
For more information on Patient Rights & Responsibilities, please visit this page.