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.
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 two highly-skilled Patient Advocates who can help expedite the concern. The Patient Advocates: Linda Dooley and Freddie Gray can be reached at (816) 922-2702 or (816) 922-2703. The Patient Advocates serves as a liaison between patients and the medical center, acts on the patient's behalf and helps patients understand their rights and responsibilities. Our Patient Advocate is located on the first floor building one in rooms M1-262 and M1-264.
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.