Customer Service - Memphis VA Medical Center
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Memphis VA Medical Center


Customer Service

Customer Service – Patient Experience Office

Our Patient Representatives 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 Representatives listed below who will be eager to help you with your concern in a timely manner.

, Chief

901-523-8990 Ext. 5202

Nelleen Hall, Assistant Chief

Nelleen Hall

Assistant Chief
901-523-8990 Ext. 5202

, Lead Patient Advocate

Lead Patient Advocate
901-523-8990 Ext. 5202

Reginald Jones, Patient Representative

Reginald Jones

Patient Representative
901-523-8990 Ext. 5202

Sandra M Campbell, Patient Representative

Sandra M Campbell

Patient Representative
901-523-8990 Ext. 5202

Vincent Boyd, Patient Representative

Vincent Boyd

Patient Representative
901-523-8990 Ext. 5202

Frances Bishop, Patient Representative

Frances Bishop

Patient Representative
901-523-8990 Ext. 5202

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

Additional Contacts

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

5 Step Process for Resolving Patient Concerns

Our goal is to be responsive and sensitive to your needs and quickly resolve any of your concerns.

Please give us this opportunity by using the 5 Step Process in the order listed below:

Step 1: Notify a member of your healthcare team.

If you are unable to reach a resolution:

Step 2: Request to speak with a Service Recovery Partner in the area where you are receiving care.

If the issue is still unresolved:

Step 3: Ask to speak with the area Supervisor.

If the issue is still unresolved:

Step 4: Ask to speak with the Service Chief.

If still unable to reach a resolution:

Step 5: Speak with a Patient Advocate.

You can email the Patient Advocates at:

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

Service-level Advocate

A Service-level advocate is an employee designated at the service level, or point of service, who assists in resolving issues after first attempts at resolution have not been successful. A Service-level Advocate resolves Veteran issues as a collateral duty, working in collaboration with the facility Patient Advocate staff to identify opportunities for improvement.

Click on link below to access the Service-Level Advocate list:

Service Level Advocates

Patient Feedback Tools

We also have a number of feedback tools for you to provide information about the care and service you receive. Please take the time to participate in and use these feedback tools. Our goal is to provide compassionate, quality care in a timely manner.

Keeping the Promise Boxes

Your feedback about the care and services you receive while in the medical center provides us an opportunity to make changes and improvements. There are 'Keeping the Promise' boxes with comment cards located throughout the medical center for you to express a concern, make a suggestion, or give a compliment. 

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.