VISN 2 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 — so we can resolve it as quickly as possible — we have established several programs to assist you.
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Service Partners
No matter which service you visit when you come to VISN 2 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.
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 Patient Advocate – Each Medical Center in VISN 2 has a Patient Advocate to act on the patient and family’s behalf on a variety of questions and issues involving problem resolution. They serve as liaisons between patients and the medical center, act on the patient's behalf and help patients understand their rights and responsibilities
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| Veteran Service Center – (VSCs) are in place in Albany, Bath, Canandaigua, Rochester Outpatient Clinic, Syracuse and Western New York. They offer a wide array of services to maintain our focus on providing service to our veterans. |
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Virtual Help Desk – Do you need information or assistance? Submit your request to the Virtual Help Desk and we will do our best to assist you as soon as possible.
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Patient Feedback Tools
We also have 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.
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Quickcards Quickcards are comment cards, readily available throughout VISN 2 Medical Centers and community clinics that give our veteran/guests an opportunity to give us timely feedback on their perceptions of the care and services. The information is used to target areas needing improvement and/or compliment staff exceeding the expectations of our customers.
The Quickcards are color coded to specific areas and the data is collected, compiled and responded to by Customer Service Champions representing each of the four Care Lines. The Quickcards is also accessible via the VISN 2 Web site. You may answer your Quickcard anonymously, or you may provide your name and contact information if you would like us to contact you about the resolution of any issues.
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| 48 Hour Post-Discharge Telephone Follow Up Calls |
Each Medical Center in VISN 2 participates in telephone follow-up surveys within 48 Hours of Discharge from Inpatient status. The survey helps our recent inpatients tell us if they have everything they need, and provides an opportunity for the patients to clarify information and get answers to questions they may have. A health care team member from the location at which the patient was hospitalized asks a few simple questions. The patient has the opportunity to provide feedback on the hospitalization and a chance to get more information—easier to do for the patient comfortable in his/her home setting. From the surveys, VISN 2 gains valuable information about areas in which we can improve our delivery of services to inpatients, and ways to make the transition from inpatient care easier for our patients.
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| Survey of Healthcare Experience of Patients |
After your visit, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at one of our campuses. 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.
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Links of Interest
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| My HealtheVet
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| Booklet - Federal Benefits for Veterans and Dependents
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| Returning Service Members
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