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VA North Texas Health Care System

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Marine Corps Veteran Darrell Harrison uses the “Speak to the Director” program.
Friday, December 14, 2012

Veterans, we are here to serve you and address any concerns you are having about your health care. VA North Texas wants to encourage you to come to us first to resolve the situation. Give us the opportunity to keep our promise to you.

If you are dissatisfied with the care or treatment you are receiving, here are the steps to take:

1. Speak to management of the unit, clinic or service you are in.
Try to solve your complaint at the service level first. Your concern can be addressed quickly by speaking with management of the area where you have a concern. If you cannot resolve your concern or complaint with that person, use the patient advocacy program.

2. Patient Advocacy Program
The director has patient advocates on staff to address your questions and concerns about health care system policies and procedures. They help you understand what your rights and responsibilities are and will also urge you to become active in your care. Sometimes complaints need to go to higher levels and patient advocates can make it happen. A large portion of their time is spent mediating and working as a clinical liaison between Veterans and staff to expedite and resolve concerns. The patient advocate’s office is open Monday –Friday from 8 a.m. to 4 p.m. Here are the numbers to call:

Dallas – (214)857-0482
Bonham – (903)583-6216
Fort Worth – (817)730-0009

If you are not satisfied with the intervention and resolution made by a patient advocate, you can use the Speak to the Director program.

3. Speak to the Director Program
This is a responsive program in which you can write your complaint or concern on a “Speak to the Director” form found at all of our locations and in some clinics. You will receive a call back from a subject matter expert to resolve the situation. In some cases, Veterans receive a written response from the director. The Speak to the Director program can also be used for inquiries, suggestions and compliments.

Veterans, we realize it can be frustrating when your visits with us don’t go as planned. We want to hear from you, so we can correct the issue. That’s why we have programs available for your voice to be heard. Know that VA understands your sacrifice. VA honors your service.

VA North Texas Health Care System – Changing lives. One Veteran at a time.