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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

Melissa R Gross, Patient Advocate- Mt. Home

Melissa R Gross

Patient Advocate- Mt. 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. The Co-Chairs of the committee are:

Theodore Bleck-Doran, Chief of Chaplain Services
Building 200, Room A018
423.926.1171, extension 2415

Lin Stevens, RN, Nurse Manager
Building 204, extension 2743

Suggestion/Comments 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 Suggestion/Comment boxes with comment cards located throughout the medical center for you to express a concern, make a suggestion, or give a compliment.

Outpatient Survey

During your outpatient visit, you may receive a paper survey of questions to take with you throughout your visit. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.

You may answer your survey anonymously, or you may provide your name and contact information if you would like us to contact you about the resolution of any issues.

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.