The Miami VA Healthcare System strives to always provide the highest quality of care to the veterans of our nation who call South Florida home. We recognize there may be times when a patient or family member has an issue which requires our attention. 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.

Patient Advocates

The Miami VA Healthcare System strives to provide the best healthcare possible in the most courteous and efficient manner. However, there may be times when a patient may have a concern that cannot be solved through the health care team on the ward. If this occurs, you are encouraged to contact the hospital-provided patient advocate, who will assist you or your family in your particular situation. You may also contact the patient representative if would like to compliment a particular staff member.

Contact Information

The Bruce W. Carter Department of Veterans Affairs Medical Center Patient Advocates are Cynthia Korland and Marjorie Valdes. They are available from 7:30 a.m. to 4:30 p.m., and may be reached at (305) 575-3392, or at room number 1D165. Their fax number is (305) 575-3385.

The Broward County VA Outpatient Clinic Patient Advocate, Sheila McClendon, is available from 8:00 a.m. to 4:30 p.m., and may be reached by calling (954) 475-6500, extension 8729.

CARE Partners

No matter which facility in the Miami VA Healthcare System you visit, you will always be able to find one of our many CARE partners. The CARE partner can address and resolve your concern at the point of contact in their service.

Patient Service Assistants

Miami VA Medical Center has on staff three highly-skilled Patient Service Assistants who are eager to help you with your concern in a timely manner. The Patient Service Assistants —

• serve as liaisons between patients and the Outpatient Clinical Staff
• act on the patient's behalf
• help patients understand their rights and responsibilities

Our Patient Service Assistants are Lerrichiad Sanchez (786)295-2456, Denise Johnson (786)295-2784 and Rosemary Miller-Shepp (786)295 2781 located on the 1st floor in the Customer Service Office, room 1D165.

Patient Feedback

“Dedicated to Customer Service Excellence” cards are readily available throughout the Medical Center and the Community Based Outpatient Clinics. The cards request information about the employee involved and a brief description of the event in which exceptional customer service was displayed. All that the satisfied customer has to do is fill out the card and give it to employee being recognized. The employee will redeem the card at the Customer Service office for a VISN 8 logo item (i.e. pen, key chain etc.). Once each quarter, the Customer Service Committee will hold a drawing of all employees who received recognition and five winners will receive a $100.00 cash award.

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