Customer Service Standards

The Patient Advocacy Program was established to ensure that all veterans and their families, who are served in VHA facilities and clinics, have their complaints addressed in a convenient and timely manner.

The Patient Advocacy Program operates under the broader philosophy of Service Recovery, whereby patient complaints are identified, resolved, classified, and utilized to improve overall services to veterans.

The Patient Advocacy Program is an important aspect of patient satisfaction and contributes proactively to VHA initiatives to provide workd-class customer service.

PALS Program

No matter which service you visit when you come to  Marion, you will always be able to find one of our many Patient Advocate Liaisons (PALS). PALS can address and resolve your concern at the point of contact, look for their photos at each service level.

Patient Advocates

Marion has on staff highly-skilled patient advocates who are eager to help you with your concern in a timely manner. The Patient advocates —

• serve as liaisons between patients and the medical center
• act on the patient's behalf
• help patients understand their rights and responsibilities

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.