Customer Service - Mountain Home VA Healthcare System
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Mountain Home VA Healthcare System


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.

Jerome (Jey) Rhodes, Patient Advocate -Knoxville

Jerome (Jey) Rhodes

Patient Advocate -Knoxville

Photo not available

Lonnie Hatton

Lead Patient Advocate

Melissa R Gross, Patient Advocate- Mountain Home

Melissa R Gross

Patient Advocate- Mountain Home

Michael Lawson, Patient Advocate- Mountain Home

Michael Lawson

Patient Advocate- Mountain Home

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

Additional Contacts

Service Partners are front line employees trained to address concerns where and when they occur. Service Partners are available in all areas throughout the Medical Center and Community-Based Outpatient Clinics. If you need assistance, please notify a member of your health care team or ask to speak with a Service Partner. The Service Partner goal is to resolve all issues at the lowest level and to make every effort to ensure that no one leaves with unresolved concerns.

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

Service Excellence Committee

The Service Excellence Committee will address issues which arise at this medical center that could or will affect the quality of customer service provided to our patients, visitors, staff and community at large.



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.