Phoenix va sets the standard of excellence with patient advocates graduation | va phoenix health care | veterans affairs

The Phoenix VA Healthcare System recognized patient advocates during a ceremony at the 32nd Street Outpatient Clinic on Nov. 22. The 5-week cohort training, supported by VISN 22 Patient

Advocate Coordinator Eddie Gibbs provides patient advocates with robust hands-on practical information and experiences that prepares them to successfully fulfill their job responsibilities.

Patient Advocates are trusted advisors who bridge the gap between the health care system and Veterans. They work daily to provide comprehensive complaint resolution, offer service recovery,

deliver excellent customer service, and lend a compassionate ear to Veterans who need additional assistance.  The graduates were Marquis Vinson, Joel Bostick, Randall McCray, Robert

Saugling, Kelly Shanahan, and LeRae Leslie. Other advocates recognized and presented with certificates of completion were Victoria Briggs-Franklin, Michael Carr, Matthew Pawlak, and Ceilan

McDonald. “To be fully and properly trained is vital to the VA Health Care System,” said Kiesha McGaugh, lead patient advocate. “We are giving dedicated time for this because the Phoenix VA

Health Care System is the largest and fastest growing health care system in the country. We accept 200 to 250 Veterans a day so if the patient advocates are not trained properly, then we

would be doing our Veterans a disservice.”  The Patient Advocate Cohort Training and graduation kicked off the Patient Advocate Office’s “Year of the Advocate Campaign.” The Year of the

Advocate Campaign is a mechanism to highlight those individuals and service lines that are thriving in advocacy within the Phoenix VA.  “Having this training and graduation is vital to

reintroducing the system to the office of patient advocacy as well as it was an opportunity to reintroduce our office to the system and begin to educate individuals about who we are and how

we serve Veterans,” said McGaugh.  This is the first time since the opening of the Veteran Resource Center (VRC) that the patient advocate office at the Phoenix VA will be trained to

fullness of the national standard centered on patient advocacy versus being VRC Centered.  “We will be working to educate our internal and external customers on how patient advocates serve

our Veterans and colleagues,” said McGaugh. “Some of the things we will be doing are rejuvenating our service champion program to improve the customer experience throughout the enterprise.

We will be building bridges of success and service with the social work service line via VA hotline, the caregiver support program, and work with VA police department to streamline the

sexual harassment and assault reporting process so that it is done with the highest of sensitivity, dignity, and respect.” As the patient advocate office embarks on a new journey to becoming

the standard of excellence throughout VA, the continued training of patient advocates is top priority.  “It’s always important to acknowledge the hard work employees put in to serve our

Veterans, their families, and their colleagues. It’s what creates a psychologically safe and culturally just work environment,” said McGaugh.