Customer Service - Edward Hines, Jr. VA Hospital
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Edward Hines, Jr. VA Hospital


Customer Service


The Edward Hines Jr. Veterans’ Hospital and Clinics strives to provide the highest quality of care to the Veterans of our nation who call the Chicagoland area their home. Our Patient Advocate Program seeks to personally give you and your family the security of knowing we are available to focus on your individual concerns and rights. We recognize there may be times when a Veteran or family member is unable to get their concerns resolved at the point of contact. The best time to let us know of any concern or question is at the time it happens so we can attempt to resolve it quickly.

Val Starr, Patient Advocate

Val Starr

Patient Advocate

John James, Patient Advocate

John James

Patient Advocate

Jaclyn Lydiksen, Patient Advocate

Jaclyn Lydiksen

Patient Advocate

Mike Calia, Patient Advocate

Mike Calia

Patient Advocate

Hector Ocampo, Patient Advocate

Hector Ocampo

Patient Advocate

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

Additional Contacts

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

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Cheryl Fears

Privacy Officer, Freedom of Information Act requests

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Nicole Archer

Former POW Advocate

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Goldlicia English

Minority Veterans Program Coordinator
708-202-8387 Ext. 20006

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Katherine Gemmell

Women Veterans Program Manager

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Dr. Michael Schwartz

My HealtheVet Program Manager

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

We also have a number of 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 excellent care and customer service.

Survey of Healthcare Experience of Patients

At Hines VA Hospital, you can expect the best quality healthcare. Can you rate us a 9 or 10? You will be getting a survey in the mail to rate the care you received at Hines. A rating of 0 equals the worst healthcare possible and 10 is the best healthcare possible. If you cannot rate us a 9 or 10, then we want to know why. We want the opportunity to get it right.

Please fill out the survey and send it back in the postage-paid envelope. Your input is important to us. It will show us the areas in which we are doing well. It will also show us where we can make changes and improvements. 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.

TruthPoint Survey

For “real-time” Veteran feedback we have TruthPoint surveys. Directly after service or care is provided to a Veteran, feedback via TruthPoint is requested by a Patient Advocate. Feedback is gathered using a portable computer and all response data is encrypted and automatically sent to the TruthPoint server via Internet.

As needed, program managers are alerted to service issues via email or Patient Advocate and immediate service interventions are performed.