VAMC Martinsburg strives to always provide the highest quality of care to the veterans of our nation who call Maryland, Pennsylvania. Virginia and West Virginia home. We recognize there may be times when a patient or family member has an issue which requires our attention. Because the best time to let us know of any concern or question is at the time it happens — so we can resolve it as quickly as possible — we have established several programs to assist you.

Service-Level Representatives

No matter which service you visit when you come to VAMC Martinsburg, you will always be able to find one of our many Service Representatives. The Service-Level Representative can address and resolve your concern during the initial point of contact.

Patient Representatives

VAMC Martinsburg has on staff two highly-skilled Patient Representatives and Service-level Representatives who are eager to help you with your concern in a timely manner. The Patient Representatives —

• serve as liaisons between patients and the Medical Center;
• act on the patient's behalf;
• help patients understand their rights and responsibilities.

Our Patient Representatives may be contacted at (304) 263-0811 Ext. 3068 and are physically located on the 2nd floor in room 2A-122.

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.

Thanks for a Good Job Card

Your feedback about the care and services you receive while in the Medical Center provides us an opportunity to make changes and improvements; Feedback gives you the opportunity to make a suggestion, and correct problems or give a compliment.

Quick Cards

During your stay, you may be surveyed by one of our Patient Representatives. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.

You may answer your quick card 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.