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CONNECT WITH A PATIENT ADVOCATE The Patient Experience Office was established to oversee and assist the health care system in collaborations across VA sub-agencies, VHA program offices, and

local health care community providers. The Patient Experience Officer leads, facilitates, and collaborates on patient experiences at the Louisville VA Medical Center to improve efforts and

initiatives.  The Patient Advocate program was specifically designed to manage the complaint and compliment process, including complaint resolution, data capture, and analysis of

issues/complaints. They communicate this information to facility leadership to help drive system improvements. Patient Advocates assist front line staff in resolving issues that occur at the

point of service and address complaints that were not able to be resolved at the point of service. Patient Advocates work directly with leadership to facilitate resolution to problems

beyond the scope of front-line staff. Further, they participate in resolution of system problems by presenting the patient’s perspective of the problem and desired resolution.  The

Louisville VAMC uses a decentralized model for advocacy, where Service Level Advocates (SLAs) are available within each department or clinical area, to resolve concerns at the point-of-care.

This model seeks to resolve patient issues at the lowest level possible. Service Level Advocates (SLAs) are employees designated at the service level, or point of service, who assist in

resolving issues after first attempts at resolution have been unsuccessful.  If you or a Veteran you care for have not been able to resolve important issues related to the VA through other

means of communication, please contact one of our highly skilled staff members who will be eager to help you in a timely manner. Our patient advocates are located on the first floor of the

Robley Rex VA Medical Center Monday - Friday from 8 a.m. to 4:30 p.m. or call for assistance.