Durham VA Medical Center strives to always provide the highest quality of care to the Veterans of our nation who call Durham 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.
5 Step Process for Resolving Patient Concerns
Step 1: Notify a member of your healthcare team.
If you are unable to reach a resolution:
Step 2: Request to speak with a Patient Advocate Liaison (PAL) 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 Medical Center Patient Representative – Room B1004 or (919) 286 - 6906.
If still unable to reach a resolution:
Step 5: Speak with the Customer Service - Patient Centered Care Coordinator – Room B1005.
Patient Advocate Liaisons
Click Here for the Contact List of Patient Advocate Liaisons
Patient Representatives
The Durham VA Medical Center has highly-skilled patient representatives who can help you with your concerns 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
Our patient representatives are located in the Main Hospital Building, 1st floor, Room B1004.
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.
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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