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VA North Texas Health Care System

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Customer Service

Speak Up

VA North Texas supports and promotes the Joint Commission's Speak Up™ program urging patients to take active roles in preventing health care errors by becoming involved and informed participants on their health care team. We want you to: 

  • Speak up if you have questions or concerns. If you still don’t understand, ask again. It’s your body and you have a right to know.
  • Pay attention to the care you get. Always make sure you’re getting the right treatments and medicines by the right health care professionals. Don’t assume anything.
  • Educate yourself about your illness. Learn about the medical tests you get, and your treatment plan.
  • Ask a trusted family member or friend to be your advocate (advisor or supporter).
  • Know what medicines you take and why you take them. Medicine errors are the most common health care mistakes.
  • Use a hospital, clinic, surgery center, or other type of health care organization that has been carefully checked out. For example, The Joint Commission visits hospitals to see if they are meeting The Joint Commission’s quality standards.
  • Participate in all decisions about your treatment. You are the center of the health care team.

Patient Advocates

VA North Texas strives to provide high quality, safe care to our Veterans. We recognize there may be times you have an issue requiring attention or clarification. The best time to let us know of any concern or question is at the time it happens. That way, we can resolve it on the spot as quickly as possible. If a clinic or unit supervisor/manager is unable to resolve an issue to your satisfaction, please contact one of our Patient Advocates. These specially trained employees are eager to help you and serve as your liaison with medical center staff, act on your behalf, and help you understand your rights and responsibilities.

   

Erik Bouie

Patient Advocate, Dallas
214-857-0462

Marci Doty-Hoffmann

Patient Advocate, Dallas
214-857-0462

Jack Freeman

Patient Advocate, Dallas
214-857-0466

Regina Barrett

Patient Relations Assistant, Dallas
214-857-0483

Felicia Griggs

Patient Relations Assistant, Dallas
214-857-6138

Jerry Hannon

Patient Relations Assistant, Dallas
214-857-6493

Sean Parson

Patient Relations Assistant, Dallas
214-857-6138

Brenda Magness

Patient Advocate, Bonham
903-583-6216

Lori Babineaux

Patient Advocate, Fort Worth
817-730-0009

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Frequently Asked Questions

    If I have  a complaint, should I talk to a Patient Advocate first? The best and fastest way to resolve a complaint, concern, or issue is directly with the person involved. If that does not work, talk with that person's supervisor or Section chief. If the issue remains or you do not feel your complaint has been properly addressed, contact a Patient Advocate.
    Are Patient Advocates employed by VA? Yes. Patient Advocates have the responsibility to act as a neutral party by serving as a link between you and the hospital. Patient Advocates are not lawyers and/or clinicians and do not provide legal or medical advice.
    What kind of issues do Patient Advocates handle? Patient Advocates gather the facts, speak to everyone involved, and help resolve patient and family complaints. If you are not satisfied with your care or if there are communication issues, a Patient Advocate can help you.
    Who can call a Patient Advocate? Patients, families, visitors, and staff may all contact a Patient Advocate with an issue or concern.
    How can I access a Patient Advocate? Patient Advocates work Monday - Friday, 8 a.m. - 4:30 p.m. and have offices at Dallas, Bonham, and Fort Worth campuses. You can also reach them by the telephone numbers and email addresses above.
    Can I report a complaint without giving my name? Yes, but the investigation and follow-up will be more difficult to accomplish because we will not be able to use specific information about your case.

Speak to the Director

This program sends your feedback about areas that need improvement or an acknowledgement about someone doing a good job directly to VANTHCS Leadership. Speak to the Director boxes are located at all facilities. The boxes are checked daily and the responsible office contacts you by telephone to resolve concerns. If telephone contact cannot be made, a letter is prepared for the Director’s signature.

Survey of Healthcare Experience of Patients (SHEP)

After your visit, you may receive a confidential questionnaire in the mail asking abut your most recent outpatient or inpatient treatment. This survey is a good way to let us know of any concerns, complaints, questions, feedback, or compliments you may have.