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Wilkes-Barre VA Medical Center

 

Reporting Safety or Quality Issues

You have the right to present concerns pertaining to patient care and safety at all Medical Center Locations including Outpatient Clinics.  These concerns should be directed to the Chief of the Service or Chief Medical Officer that is providing such care.  If you are unsure of whom to contact, any employee can direct you to the appropriate supervisor.  Should it appear that your concern is irresolvable at this level, you may contact the Patient Advocate located on the First Floor of the Medical Center in Room C1-55, or by calling 1-877-928-2621, extension 7604 or at the Outpatient Clinics:

Allentown: Karen Leshko (610) 776-4304 x 2300; Berwick: Jacquelyn Schanbacher (570) 759-0351; Honesdale: Wynter Newman (570) 251-6672; Northampton: Richard Burton (610) 599-0127 x 5809; Sayre: Kathleen Kraus (570) 888-6803; Tobyhanna:  Nurse on Duty (570) 895-8341; Williamsport:  Joyce Fairfax (570) 322-4791.

If your concern cannot be resolved through the Medical Center, you may contact  VA Healthcare - VISN 4 in writing, at 323 N. Shore Drive, Suite 400, Pittsburgh, PA 15212, or The Joint Commission, Office of Quality Monitoring by:

  • E-mailing jointcommission.org
  • Fax (630) 792-5636
  • Mail:  Office of Quality Monitoring, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois  60181

Summarize the issue in two pages or less and include the name and full address of the organization in question.  For more information, call The Joint Commission's toll free number, (800) 994-6610, available weekdays, 9:30a.m. to 6:00 p.m. Eastern Time.

Ethics Consultation Inquiries:

Ethics Consultation Committee is required;  any employee/Veteran/family member can contact the Ethics Committee via the dedicated on-call  (570) 824-3521, extension 7699, or Toll Free:  1-877-928-2621, extension 7699.  If you are calling within the WBVAMC please dial extension 7699.  Ethics Committee members are available Monday through Friday, 8:00 a.m. to 4:30 p.m. Eastern Stand Time, excluding Holidays.  If there is an ethics concern outside above mentioned hours, please contact the Patient Services Assistant (PSA) at extension (570) 824-3521, extension 7140, or Toll Free 1-877-928-2621, extension 7140.

Compliance Business Integrity (CBI) Concerns:

It is every ones duty to report potential compliance failures.   The Compliance Business Integrity program involves the following areas;  registration and patient intake, medical record documentation, medical encounter coding, billing, self-referrals, employment of sanctioned individuals or entities, and any matter affecting the integrity of the VHA Business operations (non-clinical issues).   Anyone can call the WBVAMC Compliance Officer, Terry Milbrodt at (570) 824-3521, extension 7700, or Toll Free, 1-877-928-2621, extension 7700,  Monday through Friday, 7:00 a.m. – 3:30 p.m. EST, or call the CBI Helpline at 1-866-842-4357.  The CBI Helpline is available Monday through Friday 8:30 a.m. – 5:00 p.m. Eastern Standard Time (EST) excluding holidays.   Each caller may remain anonymous.   Please provide sufficient information that will allow us to review your concern.   If you would like feedback, you will need to provide a name and telephone number.

 

 

The Joint Commission

If you have a safety or quality of care concern which has been unresolved through hospital management, employees and patients have the right to contact The Joint Commission by dialing 1-800-994-6610 or email patientsafetyreport@jointcommission.org. Disciplinary action may not be taken against any employee or patient who reports a safety or quality concern to The Joint Commission.