The VA Patient Advocacy Program

The Veterans Health Administration (VHA) is said to be among the largest integrated healthcare systems in America. VHA, commonly known to some simply as “The VA” or the VA healthcare system, provides services at more than 1200 healthcare facilities.

Of that number, there are more than 170 VA Medical Centers, over a thousand VHA outpatient locations, and over 9 million people using VA health care. With such a large number of patients, it’s not surprising that the Department of Veterans Affairs needs a designated program to provide representation and advocacy for VA patients. The Department of Veterans Affairs created the VA Patient Advocacy Program to help those using the VA healthcare system get the best treatment possible.

The Patient Advocacy Program is for veterans and family members receiving care at Veterans Health Administration facilities. It’s part of a “treatment team” concept that addresses issues at every stage of care.

The VA Patient Advocacy Program Is Available At All VHA Facilities

Every person getting care at a VA facility is entitled to discuss their concerns or needs with a VA Patient Advocate. The VA official site says these professionals are “available at every medical center” run by the VA.

The Role Of The VA Patient Advocate

The VA describes Patient Advocates as highly trained professionals who resolve concerns about “any aspect” of VA healthcare, “particularly those concerns that cannot be resolved at the point of care.”

The Procedure Of Speaking To A Patient Advocate

The VA has a set of procedures all patients are asked to follow when leading up to a discussion with your Patient Advocate. In the spirit of resolving issues at the lowest level possible, the VA official site asks patients offering compliments or suggestions, or those with concerns to speak first with the treatment team before elevating things to the Patient Advocate level.

The “lowest level resolution” process will involve you speaking first to your provider but may require you to elevate the discussion to the care provider’s supervisor or even the head of the department first, depending on the circumstances.

“If your concern is still unresolved” at this level, the VA official site advises patients to begin the process of contacting the Patient Advocate who can help, “..in filing an appeal for a review of your concern” where applicable.

Who Is My VA Health Care Treatment Team?

The VA “treatment team” concept includes the doctor, nurse, social worker, dietitian, pharmacist, chaplain, therapist, or any other professional involved in your treatment or care.

When You Have Talked To Your VA Treatment Team But Aren’t Satisfied

This is the stage where the VA Patient Advocacy Program comes into play. Once you have tried to resolve your issue at a lower level, if you aren’t happy with the results, you can request to speak to the Patient Advocate at that facility. The VA official site says these Patient Advocates are employees “specifically designated at each VHA facility to manage the feedback received from veterans, family members, and friends.”

VA Patient Advocates work directly with management and staff at VA healthcare sites to find a solution to the concerns brought before them. Part of your discussion with these advocates may involve a referral to medical center staff to further discuss the issue.

After Meeting With A VA Patient Advocate: Surveys And Patient Rights

The Department of Veterans Affairs may choose to contact all who choose to meet with a VA Patient advocate to get feedback about the experience. You may get a questionnaire by regular mail sent by the VA Office of Quality and Performance asking you to rate your level of satisfaction with your most recent VA healthcare experience (inpatient or otherwise).

According to the VA official site, these surveys are meant to “help VA identify opportunities for improvement and to note positive trends — locally, regionally and nationally.” But with the surveys, the VA also recognizes the concerns over privacy and related issues.

In the same section of the VA official site that informs VA enrollees about these optional care survey forms, there is a reminder that for all stages of the VA healthcare process, “Employees must respect and support your rights as a patient.” Those who need assistance understanding or exercising their patient rights should ask the VA treatment team and/or the VA Patient Advocate for help.