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Wilkes-Barre VA Medical Center

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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.

Nicole L. Gillen, Patient Advocate

Nicole L. Gillen

Patient Advocate
570-824-3521x7604

 
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 VAMC Wilkes-Barre, PA or one of our Outpatient Clinics, you will always be able to find one of our many Service Level Patient Advocates. if you have a compliment, complaint, suggestion or any issue which you believe requires resolution, please contact the Service Chief or designee, who can address and resolve your concern at the point of contact. If you are not satisfied after speaking with the Service Level Patient Advocate, please call or visit our Facility Patient Advocate.

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

Service Level Patient Advocates

Service Level Patient Advocates (SLPA) are available for each service and location to assist you.  

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.

How Are We Doing - Quickcards

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

You may submit your quickcard 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.