Although we strive to provide the highest quality healthcare to our nation’s veterans, 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.

Patient Advocate Liaisons (PAL)

No matter which service you visit when you come to our VA facilities, you will always be able to find one of our many service-level Patient Advocate Liaisons. They can address and resolve your concern at the point of contact.

Patient Advocates

We have on our Ann Arbor staff two highly-skilled Patient Advocates who are eager to assist you with your concerns. The Patient Advocates —

• serve as liaisons between patients and the VA Ann Arbor Healthcare System facilities
• act on the patient's behalf
• assist patients to understand their rights and responsibilities

Our Ann Arbor Patient Advocates are located on the 1st floor of the clinical addition.  The Toledo, Jackson, and Flint Community-based Outpatient Clinics also have Patient Advocates readily available to assist you with your questions and concerns.

Patient Feedback Tools

We have a number of feedback tools available for you to provide information about the care and service you receive. We hope that you will take time to participate in and use these tools. Our goal is to provide compassionate care in a timely manner.

Honorable Mention Boxes

Your feedback about the care and services you receive while at our facilities provides us an opportunity to make changes and improvements. There are 'Honorable Mention' boxes with comment cards located throughout the medical center and our Community-based Outpatient Clinics for you to express a concern, make a suggestion, or give a compliment.

Survey of Healthcare Experience of Patients (SHEP)

After your visit, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at one of our facilities.

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.