Many BVA members may still be unaware of the VA Office of Patient Advocacy (OPA), officially established approximately nine years ago on July 17, 2017. The Office was created to provide veteran-centered advocacy services and to help resolve healthcare complaints that could not be addressed at the point of service.
Patient Advocates (PAs) serve as liaisons between veterans and VHA care—whether the care is outpatient, inpatient, or long-term care. Their charge is to ensure that the veteran’s voice is heard in coordinating resolutions to veteran concerns and to go to bat for veterans and their families as communicators, facilitators, and problem solvers.
Why Patient Advocacy
There are approximately 650 PAs across VHA. Most PAs are located at the VA Medical Centers (VAMCs). Some larger community-based outpatient clinics have dedicated PAs on site. PAs report to and are supervised by the local leadership. The PA Office has a direct reporting line to the VAMC Director or designated Executive Leadership Team member.
OPA provides policy, guidance, and job-related resources. It does not provide direct supervision to local facility PAs, the latter of whom work with Service Line Liaisons or Service Line Advocates to resolve veteran complaints. The goal: Resolving complaints at the lowest level and ensuring veteran satisfaction.
What PAs Do on the Job
- Manage the Grievance and Complaint process.
- Educate staff and veterans on patient advocacy, rights, and responsibilities.
- Explain a variety of policies and procedures to veterans.
- Participate in rounding for veterans and staff.
- Provide excellent customer service.
- Using Mediation/Conflict Resolution when a patient and staff/provider are having difficulty communicating.
- Provide de-escalation when the behavior of the patient or the family is escalating.
- Report suspected abuse or neglect, including sexual assault or harassment.
- Provide support to, and facilitation of, the management of patients who are struggling with understanding their treatment plan or navigating the healthcare system.
- Report, trend, and identify needed system improvements to Leadership.
- Serve on various committees to share the voice of the veterans.
How VA PAs Can Assist Blind and Low Vision Veterans
- Educate and explain patient rights and responsibilities.
- Coordinate the resolution of veteran concerns in conjunction with the VHA healthcare team.
- Assist veterans with filing a clinical appeal on medical treatment decisions.
- Answer questions regarding VHA services, healthcare benefits, and special programs.
- Assist veterans in navigating the healthcare system.
- Direct veterans to Subject Matter Experts regarding specific VA programs.
Ways to Contact a PA
- In-Person
- Telephone
- Online through Ask VA
Additional details about VHA Patient Advocates are located on the VA website.
