VA Caribbean Healthcare System strives to always provide the highest quality of care to the veterans of our nation who call VA Caribbean Healthcare System home. 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.

Service Partners

No matter which service you visit when you come to VA Caribbean Healthcare System, 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.

Patient Representatives

The Patient Representatives assists the Director and Service Chiefs in the management of patient concerns, tracking and reporting customer complaint data and trends, and keeping complainants informed concerning action taken to resolve problems. The Patient Representatives provide personalized and responsive assistance to veterans who seek medical services and to act as advocates in the complaint/problem resolution process. They assist in promoting an environment within this Department of Veterans Affairs Caribbean Healthcare System (VACHS) where veterans, their families and staff have freedom of expression to identify needs and concerns.

Our patient representatives are located on the 1st floor of the San Juan VA Medical Center.

Patient Feedback Tools

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 compassionate, quality care in a timely manner.

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 our medical center.

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.