VAMC Fayetteville strives to always provide the highest quality of care to the veterans of our nation who call Fayetteville, North Carolina 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 Partners

No matter which service you visit when you come to VAMC Fayetteville, you will always be able to find one of our many service partners. The service partner can address and resolve your concern at the point of contact.

Patient Representatives

VAMC Fayetteville has on staff two highly-skilled patient representatives and a program assistant 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 are located on the 1st floor of the Medical Center building.

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.

Patient Advocate Liaison (PAL)

The Fayetteville VA Medical Center has adopted Service Recovery to provide world-class customer service to veterans.

Service Recovery creates an environment where patient issues or complaints are resolved at the lowest possible level of our organization, and the employee who initially hears the concern is empowered to resolve it.

The Patient Advocate Liaison (PAL) Program is the Fayetteville VA Medical Center's version of Service Recovery.  Staff members have been identified and trained as PALs, and each PAL is responsible for resolving patient complaints.

If you have an issue or concern about your care during your visit at our Medical Center, we encourage you or your family member to speak to a PAL in your clinic or impatient ward.

Survey of Healthcare Experience of Patients

At the time of discharge, you may be asked to complete a short Patient Satisfaction Survey.  We would appreciate your input to help us in our quest to be the best.

If you have any comments you would like to share with the Medical Center staff, please address your letter to:

Director (00)
VA Medical Center
2300 Ramsey Street
Fayetteville, NC 28301