Customer Service

Customer Service

The Martinsburg VA Medical Center 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 or attention. The best time to let us know of when you encounter any concern, issue, 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.

Veteran Experience Liaisons (Service-Level)

If you have an immediate concern regarding your treatment team, please ask the receptionist to see the Veteran Experience Liaison (VEL) to assist you in resolving your concerns. The VEL is your first line of defense and will make every effort to address and resolve your concern at that time.

Veteran Experience Officers

The Martinsburg VA Medical Center has on staff highly skilled Veteran Experience Officers and each medical center service area has a service-level representative eager to help you with your concerns in a timely manner. The Veteran Experience Officers:

 - Serve as liaisons between Veteran patients and the medical center;
 - Act on the patient's behalf;
 - Help Veteran patients understand their rights and responsibilities.

Veteran Experience Office

The Veterans Experience Office is open from 8 a.m. to 4:30 p.m. Our office is located on the 6th floor of the main hospital in room 6A-163 and we can be reached at 304-263-0811, ext. 3068 or logging into My HealtheVet and sending a secure message using the "VAMC Veterans Experience Office Group MWV" mail group.

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. 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 suggestions and correct problems or give a compliment to someone whom you feel deserves special recognition.

Job Well Done Card: If you would like to compliment a member of our staff, Job Well Done Cards are located at the Information Desk in the front lobby and each clinical area. Once completed simply return it to the nearest reception desk.

Veteran Signals (VSignals): The VSignals platform gives Veterans, eligible dependents, caregivers, and survivors the option to provide feedback based on a recent visit. A link to a five-question survey will be emailed to your email record on file. Your survey response provides immediate feedback to VA Medical Center leadership for process improvement, but also sends that feedback directly to the point of interaction to enable resolution.

Survey of Healthcare Experience of Patients: Your medical center tracks more than 20 inpatient and outpatient experiences including:

 - Access to Care
 - Staff communication, teamwork and courtesy
 - Medication administration
 - Other health care-related experiences
 - Rating of Hospital
 - Willingness to Recommend the Hospital

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. Our hope is that you will take the time to complete this survey. The results not only allow us the opportunity to correct areas that you feel need improvement, but also acknowledge our staff when you feel we are doing things correctly.

We as a team, take great pride in making your experience with us a positive one. We respect your time and value your patronage. Thank you for entrusting your health care to us and thank you for your service.

Non-Discrimination Statement

The medical center respects the patient's right to make decisions about his or her care, treatment and services, and to involve  the patient's family in care, treatment, and services decisions to the extent permitted by the patient or surrogate decision-maker.  ‘Family’ is defined as a group of two or more persons united by blood, or adoptive, marital, domestic partnership, or other legal ties.  The family may also be a person or persons not legally related to the individual (such as significant other, friend or caregiver) whom the individual considers to be family.  A family member may be the surrogate decision-maker, as defined in VHA Handbook 1004.02, if authorized to make care decisions for the individual, should he or she lose decision-making capacity or choose to delegate decision making to another.  The medical center allows a family member, friend or other individual to be present with the patient for emotional support during the course of stay.  The medical center allows for the presence of a support individual of the patient's choice, unless the individual's presence infringes on others' rights or safety, or is medically or therapeutically contraindicated.  The individual may or may not be the patient's surrogate decision-maker or legally authorized representative.  The hospital prohibits discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.