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VA Boston Healthcare System

 

Customer Service

Patient Advocates/Representatives

Our Patient Advocate program seeks to personally give you and your family the security of knowing someone is available to focus on your individual concerns and rights as a patient. We work directly with all departments on your behalf and can address your questions, problems or special needs quicker. If you, or a veteran you care for has not been able to resolve important issues related to VA through other means of communications, please contact one of our highly-skilled patient advocates listed below who will be eager to help you with your concern in a timely manner.

Debora McLaughlin, Patient Advocate Brockton

Debora McLaughlin

Patient Advocate Brockton
857-364-5295

Janice Halpin, Patient Advocate West Roxbury

Janice Halpin

Patient Advocate West Roxbury

Rita Mienscow, Patient Advocate Jamaica Plain

Rita Mienscow

Patient Advocate Jamaica Plain
857-364-2552

 
Alternatively, you may contact us through e-mail using the VA National Inquiry Routing & Information System (IRIS).

Additional Contacts

Our Additional Contacts program seeks to give you and your family the security of knowing someone is available to focus on your individual concerns and rights as a patient. We work directly with all departments on your behalf and can address your questions, problems or special needs quicker. If you, or a veteran you care for has not been able to resolve important issues related to VA through other means of communications, please contact one of our highly-skilled patient advocates listed below who will be eager to help you with your concern in a timely manner.

For a listing of additional contacts, please visit our phone directory.

If you, or a veteran you care for has not been able to resolve important issues related to VA through other means of communications, please contact one of our highly-skilled patient advocates listed below who will be eager to help you with your concern in a timely manner. West Roxbury Campus: Janis Halpin, Phone: (857) 203-6994, Building 3, Room GB-120 Brockton Campus: Deb McLaughlin, Phone: (774) 826-2415, Bldg 3, Rm B122A

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.

Thanks for a Good Job Card

Your feedback about the care and services you receive while in the Medical Center provides us an opportunity to make changes and improvements; Feedback gives you the opportunity to make a suggestion, and correct problems or give a compliment.

During your stay, you may be surveyed by one of our Patient Advocates. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.

You may answer your quick card 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.

Helpful Links

 - Patient Rights and Responsibilities
 - Patient Information 
 - Eligibility 
 - Make, Change, or Cancel an Appointment 
 - Advance Directives 
 - Patient Education   
 - Discharge 
 - Billing and Insurance  
 - Release of Information