VAMC Huntington strives to always provide the highest quality of care to the veterans of our nation who call the Tri-State area 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 a 5 Step Process for Resolving Patient Concerns.

5 Step Process for Resolving Patient Concerns

Our goal is to be responsive and sensitive to your needs and quickly resolve any of your concerns. Please give us this opportunity by using the 5 Step Process in the order listed below:

Step 1: Notify a member of your healthcare team.
              If you are unable to reach a resolution:

Step 2: Request to speak with a Service Partner in the area where               you are receiving care.
              If the issue is still unresolved:

Step 3: Ask to speak with the area Supervisor.
              If the issue is still unresolved:

Step 4: Ask to speak with the Service Chief.
              If still unable to reach a resolution:

Step 5: Speak with the Patient Representative, Tom Boster; Room               1C111 (First Floor)

Service Partners

No matter which service you visit when you come to VAMC Huntington, you will always be able to find one of our many service partners. Service partners are specially trained employees who can assist you with your concerns in the area where the problem occurred. Ask any member of our staff to direct you to one of our service partners for assistance.

Patient Representative

Representing your concerns is the main responsibility of the patient representative. The Patient Representative will:

• Assist you in getting solutions to your problems
• Tell you and your family about hospital procedures, policies and available services
• Help you understand your rights and responsibilities
• Tell the Medical Center staff how you feel about our services
• Pass along your compliments to staff and management

Your Patient Representative is located on the 1st floor, room 1C111. He is here to assist you Monday through Friday, 8:00 a.m. to 4:30 p.m.

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.

Shooting for the Stars 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 'Shooting for the Stars' boxes with comment cards located throughout the medical center for you to express a concern, make a suggestion, or give a compliment.

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 our medical center.

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.