VA Boston Healthcare System strives to always provide the highest quality of care to the veterans of our nation who call Boston 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 VA Boston Healthcare System, 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 Representatives
Your concerns are important to us; no problem is too small.
VA Boston Healthcare System has on staff three highly-skilled patient representatives who are eager to help you with your concern in a timely manner. The Patient Representatives —
- serve as liaisons between patients and the medical center
- act on the patient's behalf
- help patients understand their rights and responsibilities
Sometimes patients or families who are not satisfied with our service may hesitate to talk to us about their complaints because they may feel they are insignificant or they believe that it will not make a difference.
If you contact us, two things will happen. You will give us a chance to try to resolve your problem, and in solving your problem, we will also learn how to provide better service. If you have a concern, discuss it first with your clinician or service team representative. If you feel an issue is not resolved, please speak with one of our patient representatives.
We gladly accept compliments: Please let us know if someone in VA Boston Health Care System was especially positive or helpful to you. The information that you provide is shared with our leadership. It is used to help us improve the care that we deliver. We value what you have to say and we welcome your input. So, if you give us the specifics, we will make sure our leaders learn about it.
Our patient representatives are located at the three main campuses -- Brockton, West Roxbury and Jamaica Plain.
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.
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 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.
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