KCVAMC 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 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, we have established several programs to assist.

Patient Advocate

If anyone has a concern, they should first discuss it with the nursing staff, physician, or supervisor in the area. If they are still worried or feel an issue is not resolved to their satisfaction, the KCVAMC has on staff a highly-skilled Patient Advocate who can help expedite the concern. The Patient Advocate: Gary Sternemann at (816) 922-2703, serves as a liaison between patients and the medical center
acts on the patient's behalf
helps patients understand their rights and responsibilities
Our Patient Advocate is located on the first floor building one in room 1163.

Patient Ambassador Program

KCVAMC wants to build a positive relationship between our hospital and our customers.  We try to resolve any issues identified by patients/families before they leave the hospital.  A Patient Ambassador visits inpatient units and outpatient clinics conducting patient satisfaction surveys, answering questions, providing directions, or locating appropriate personnel who can assist with any needs they have. 

Fresh Eyes Program

The KCVAMC established a Mystery Shopper Program to gauge the customer service climate and as an opportunity to determine the level of service provided.  Using a diverse group of veterans and family members, the men and women who make up our mystery shoppers represent various periods of military service and include veterans from special programs such as Blind Rehab and Spinal Cord Injury.  Our “shoppers” obtain feedback from our patients about their experiences at the medical center and provide their reports to the Director’s Veterans Advisory Group.  This information provides a snapshot from our customer’s point of view and is provided directly to leadership.  This valuable information allows us to make changes to better serve our customers.

Community Town Hall Meetings

The Director and several members of the KCVAMC staff travel to rural communities, local community centers, and National Guard and Reserve Centers to meet with veterans.  Information is provided about health benefits, enrollment, and access to care, as well as answer questions and assist with any concerns.

Suggestion Boxes

Feedback about the care and services received while in the medical center provides us an opportunity to make changes and improvements. There are suggestion boxes with comment cards located throughout the medical center for patients and visitors to express a concern, make a suggestion, or give a compliment.  We always welcome any suggestions that can improve the care provided to our veterans.