Customer Service - Overton Brooks VA Medical Center
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Overton Brooks VA Medical Center


Customer Service

Patient Advocates

The Patient Advocates ensure that all patients are treated with the dignity and respect they deserve. Patient Advocates act as liaisons between the patient and Overton Brooks VA Medical Center by promoting high quality health care— an effort that requires an expert understanding of the patient’s entitlements, rights and responsibilities. In short, they’re problem solvers dedicated to serving our nation’s Veterans as well as their loved ones. Our advocates and staff welcome any suggestions that you may have to help the medical center deliver better service and quality care.

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Ricky E. Lattimore

Patient Advocate

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

Additional Contacts

Compliments or complaints can be made by meeting the Patient Advocate, located near the medical center’s main entrance in 1E-105 and 1E-107, or by contacting them via phone Monday – Friday, from 8 a.m. – 4 p.m. If you are in need of assistance on the weekend please contact the Medical Administrative Officer located in the Emergency Room.

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

Customer Service Department

The Overton Brooks Customer Service Department stands ready to ensure that all patients are treated with dignity and respect they deserve. Our Customer Service Coordinator works with our Patient Advocates to help you with your concern in a timely manner and to promote a high quality of health care through communication, consideration and courtesy.  

Patient Surveys

During your stay, you may receive a patient satisfaction survey. This is a short questionnaire asking for feedback about the care you received. You may answer our 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.

Mailed Surveys

Overton Brooks VAMC mails two different surveys to you after your most recent outpatient or inpatient treatment— the Survey of Health Experience of Patients and a survey from Press Ganey. Please use the surveys 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.