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.
Lora Strachan
Patient Advocate
915-564-6197
Alternatively, you may contact us through Ask VA (AVA) which is our new online tool that replaced the Information Routing & Inquiry service (IRIS) and the GI Bill Help Portal. Use Ask VA to send us your questions, updates, and documents online. Contact us online through Ask VA
Additional Contacts
In addition to our patient advocate, the Customer Service Program Coordinator, Karen Clark, is available to assist you with your concerns. Karen Clark can be reached at (915) 564-6100 ext. 6243. Both the Patient Advocate and Customer Service Coordinator take compliments. Please take some time to visit and share your good experiences with them.
For a listing of additional contacts, please visit our phone directory.
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.
If you have a compliment, complaint, or other issue which you believe requires resolution, please contact Lora Strachan at (915) 564-6197, located on the 3rd floor, room #A381 (next to team A).
Thanks for a Good Job Card
Your feedback about the care and services you receive while in the Medical Center provides us an opportunity to make changes and improvements; Feedback gives you the opportunity to make a suggestion, and correct problems or give a compliment.
During your visit, you may be surveyed by one of our Patient Advocates. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.
You may answer your quick card anonymously, or you may provide your name and contact information if you would like us to contact you about the resolution of any issues.
Survey of Healthcare Experience of Patients
After your visit, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at our medical center.
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.
