How to Report Quality Care Issues
All veterans deserve to be treated with respect and quality health care. If you or your loved one are not receiving quality care from a veterans’ facility, you should report your concerns immediately.
Reporting Quality of Care Issues
If you have an issue with the quality of care you or a loved one is receiving from a VA facility, your first step is to contact your Patient Advocate. A Patient Advocacy Program exists at each VA facility. Patient Advocates are professionally trained to resolve your concerns, and can refer your problems to the correct person in your Medical Center’s staff. They can act as a mediator or liaison, and will assist you in explaining your point of view. The nursing or support staff at your local VA can refer you to a Patient Advocate.
If you are not satisfied with your Patient Advocate, you may contact the Director of your VA facility. It is recommended to put your concerns in writing. The Director will look over your concerns and address them with you either in writing or over the phone.
The Joint Commission
If your local VA Hospital does not address your quality of care issue, or if you are not satisfied with the response you receive, both employees and patients have the right to report safety or quality of care concerns to The Joint Commission.
The Joint Commission is a not-for-profit organization which ensures the quality of U.S. health care through an intensive evaluation of more than 20,000 health care organizations. All 151 VA medical facilities and hospitals are accredited by The Joint Commission.
To contact The Joint Commission, call (800) 994-6610, or email [email protected]. You can also submit a complaint through The Joint Commission’s online complaint form, or mail your complaint to:
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
If you report a safety or quality of care concern, the VA facility may not take disciplinary action against you, whether you are a patient or an employee.
For more on how to report quality of care issues, visit the VA’s Quality of Care webpage.