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Tennessee Valley Healthcare System

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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.

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Andy Richart

Patient Advocate
615-873-7225

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Deborah Hubbert

Patient Advocate
615-873-7225

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Mark Rosson

Patient Advocate
615-225-2560

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Taneka Crawford

Patient Advocate
615-873-7225

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

Additional Contacts

No matter which service you visit when you come to VA Tennessee Valley Healthcare System, you will always be able to find one of our many service partners. Service partners are specially trained employees who can assist you with your concerns in the area where the problem occurred. Ask any member of our staff to direct you to one of our service partners for assistance.

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.

  • Murfreesboro, Building 1, first floor by the lobby
  • Nashville, Main floor, near parking garage walkway

Tell it to the Director 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 ‘Tell It to the Director’ 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.