Customer Service
Veteran Experience Officers
Our Veteran Experience program seeks to personally give you and your family the security of knowing someone is available to focus on your individual concerns and rights as a patient. We work directly with all departments on your behalf and can address your questions, problems or special needs quicker. If you, or a Veteran you care for, have not been able to resolve important issues related to VA health care through other means of communication, please contact one of our highly-skilled Veteran Experience Officers listed below who will be eager to help you with your concern in a timely manner.
Andrea Hill
Veteran Experience Officer
304-263-0811, ext.3068
Jennifer Roderick
Veterans Experience Officer
304-2630-811
Richard Coffinbarger
Veterans Experience Officer
304-263-0811
Alternatively, you may contact us through e-mail using the VA National Inquiry Routing & Information System (IRIS).
Additional Contacts
Sharon Gant is the Customer Service Chief and oversees the Veteran Experience Office.
Naimah Nutt
Veterans Experience Officer
304-263-0811
Sharon K. Gant
Chief, Customer Service
304-263-0811
Customer Service
The Martinsburg VA Medical Center strives to always provide the highest quality of care to the Veterans of our nation. We recognize there may be times when a patient or family member has a concern 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.
Veteran Experience Officers
The Martinsburg VA Medical Center has highly skilled Veteran Experience Officers. Every medical center service area has a service-level representative eager to help you with your concerns in a timely manner. The Veteran Experience Officers —
- Facilitate communication between patients and the medical center
- Assists patients in engaging in their own health care
- Help patients understand their rights and responsibilities
Our Veteran Experience Officers may be contacted at 304-263-0811, ext. 3068. The Veteran Experience Officers are physically located on the sixth floor of the main medical center in room 6A-163, Monday through Friday from 8 a.m. to 4:30 p.m.
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 focusing on your experience.
Thanks for a Job Well Done 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. These cards are located in all clinics throughout the hospital, at the lobby Information Desk and in the Veteran Experience office.
TruthPoint and your Healthcare Experience
During your stay, you may be surveyed by one of our medical center staff members. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.
You may answer your 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.
Patient Healthcare Experience Survey
Your medical center tracks more than 20 inpatient and outpatient experiences including:
- Cleanliness of the facility
- Staff communication, teamwork and courtesy
- Medication administration
- And other health care-related experiences
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.
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.
