Customer Service - Durham VA Health Care System
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Durham VA Health Care System

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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 and can address your questions, problems or special needs quicker. If you, or a veteran you care for has not been able to resolve important issues related to VA through other means of communications, please contact one of our highly-skilled patient Advocates listed below who will be eager to help you with your concern in a timely manner.

Laurel Koss, Patient Advocate, Directors Office

Laurel Koss

Patient Advocate, Directors Office
919-286-0411 Ext. 176906

Cherise March, Patient Advocate, Directors Office

Cherise March

Patient Advocate, Directors Office
919-286-0411 Ext. 176906

Clifton Rice, Patient Advocate, Directors Office

Clifton Rice

Patient Advocate, Directors Office
919-286-0411 Ext. 176906

Delorris Webb, Patient Advocate, Directors Office

Delorris Webb

Patient Advocate, Directors Office
919-286-0411 Ext. 176906

Michael “Earl” Yancey, Patient Advocate, Directors Office

Michael “Earl” Yancey

Patient Advocate, Directors Office
919-286-0411 Ext. 176906

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

Additional Contacts

Alwood D Mangum, Chief, Customer Service

Alwood D Mangum

Chief, Customer Service
919-286-0411 Ext. 175966

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

5 Step Process for Resolving Patient Concerns

  1. Step 1: Notify a member of your healthcare team.
    If you are unable to reach a resolution:
  2. Step 2: Request to speak with a Patient Advocate Liaison (PAL) in the area where you are receiving care.
    If the issue is still unresolved:
  3. Step 3: Ask to speak with the area Supervisor.
    If the issue is still unresolved:
  4. Step 4: Ask to speak with the Medical Center Patient Representative – Room B1004 or (919) 286 - 6906.
    If still unable to reach a resolution:
  5. Step 5: Speak with the Customer Service - Patient Centered Care Coordinator – Room B1005.

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.

Press Ganey


During your stay, you may receive a 'quickcard'. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.

You may answer your quickcard anonymously, or you may provide your name and contact information if you would like us to contact you about the resolution of any issues.

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.