CAVHCS Customer Service strives to always provide the highest quality of care to the veterans of our nation who call Alabama home. We recognize there may be times when a patient or family member has an issue which requires our attention. Because the best time to let us know of any concern or question is at the time it happens — so we can resolve it as quickly as possible — we have established several programs to assist you.

Service Partners

No matter which service you visit when you come to CAVHCS, you will always be able to find one of our many service partners. The service partner can address and resolve your concern at the point of contact.

Patient Advocates/Representatives

At CAVHCS, Customer Service has on staff highly-skilled patient representatives, working under the Director's Patient Advocate Program, who are eager to help you with your concern in a timely manner. The Patient Advocates   —

• serve as liaisons between patients and the medical center
• act on the patient's behalf
• help patients understand their rights and responsibilities

Our patient advocates are located at both facilities. Call any of the extensions below or on the right to speak to a patient advocate about your particular issue.

• Eddie J. Brown, Supervisor, Montgomery, (334) 272-4670, ext. 4978 or Tuskegee (334) 727-0550, ext. 3333.
• Jeanne Barrow-Montgomery, (334) 272-4670, ext. 5527.
• Cheryl Hayden-Tuskegee, (334) 727-0550, ext. 3816
• Diane Peterson-Tuskegee, (334) 727-0550, ext. 3937

Patient Feedback Tools

We also have a number of feedback tools for you to provide information about the care and service you receive. Please take the time to participate in and use these feedback tools. Our goal is to provide compassionate, quality care in a timely manner.

Star Treatment Boxes

Your feedback about the care and services you receive while in the medical center provides us an opportunity to make changes and improvements. There are 'STAR Treatment' boxes with comment cards located throughout the medical center for you to express a concern, make a suggestion, or give a compliment.

Quickcards

During your stay, you may receive a 'quickcard'. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.

You may answer your quickcard anonymously, or you may provide your name and contact information if you would like us to contact you about the resolution of any issues.

Survey of Healthcare Experience of Patients

After your visit, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at the West Campus or the East Campus.

Please use the survey to let us know of any concerns, complaints, or questions you have about your care, so that we can resolve them. We also appreciate compliments about what we are doing right.