Customer Service - Oscar G. Johnson VA Medical Center
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Oscar G. Johnson VA Medical Center


Customer Service

Patient Advocates

Our Patient Advocate program seeks to personally give you and your family the security of knowing someone is available to focus on your individual concerns and rights as a patient. We work directly with all departments on your behalf to address your questions, problems or special needs. If a veteran has not been able to resolve issues related to VA care, please contact our Patient Advocate Office at 906-774-3300, Ext. 34400.

Karen A Thekan, Patient Advocate

Karen A Thekan

Patient Advocate
906-774-3300 Ext. 34400

Kelly E Palmquist, Patient Advocate

Kelly E Palmquist

Patient Advocate
906-774-3300 Ext. 34400

Alternatively, you may contact us through e-mail using the VA National Inquiry Routing & Information System (IRIS).

Additional Contacts

For a listing of additional contacts, please visit our phone directory.

Patient Feedback Tools

We have a number of feedback tools for you to provide information about the care and services you receive.   Randomly veterans may receive a survey in the mail to be completed.  If you have an email address entered in your medical record you will receive an email with a very short survey after any VA services are provided (e.g., appointment, refilling medications, etc.).  Throughout the hospital there is also Patient Feedback Lock-boxes.  We encourage veterans to submit any suggestions for improving care and services afforded to them.  Please take the time to participate in and use these feedback tools.

Patient Satisfaction Surveys

The primary patient satisfaction tool used by the Oscar G. Johnson Medical Center is SHEP (Survey of Healthcare Experiences of Patients).  VHA began surveying its patients using a standardized instrument modeled from the Picker Institute, a non-profit health care surveying group.  The SHEP is aimed at capturing patient perceptions of care based on Veteran Healthcare Service Standards. 

Email surveys are sent to those Veterans who have their email address entered into their medical record.  These surveys are short and sent after any VA service is provided.  These electronic surveys provides our medical center with instant feedback allowing us to address any issues in a more timely manner. 

All survey results are shared with the local Veteran Experience Board for review and appropriate action.

If you receive any of these surveys asking about your most recent outpatient or inpatient care or any other service provided, please fill the survey out so that we can resolve any questions and concerns.   Likewise, please share any compliments about what we are doing right or any excellent service you received.  We share those with our employees.