Customer Service - VA Ann Arbor Healthcare System
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VA Ann Arbor Healthcare System


Customer Service

Patient Advocates

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.

Joseph Cafferty, MSW, Program Manager - Office of Veteran Experience and Employee Engagement

Joseph Cafferty, MSW

Program Manager - Office of Veteran Experience and Employee Engagement

Monique Mack, Patient Advocate

Monique Mack

Patient Advocate

Erik Cecchetti, Patient Advocate

Erik Cecchetti

Patient Advocate

Justo Hernandez, Patient Relations Assistant

Justo Hernandez

Patient Relations Assistant

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

Additional Contacts

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.

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

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.


CLICK HERE to download a copy of the Patient Advocates Brochure.