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 concerns and rights as a patient. The first level of service provided is through the Service-Level "champion," whop provides on-the-spot service recovery at the time of the appointment or upon return to the clinic as necessary. Issues that cannot be resolved at a service level are elevated to facility patient advocates, who also monitor all service-level champion resolutions.
Shontina J Floyd
Social Worker
(706) 733-0188 x2051
Alternatively, you may contact us through e-mail using the VA National Inquiry Routing & Information System (IRIS).
Additional Contacts
All Service Lines and Departments have a Service-Level "champion" to assist you with concerns or questions specific to their particular area. If you have a specific issue with that service, ask for the service-level champion immediately before seeing a patient advocate. The issue can usually be resolved on the spot. Resolving issues at the direct point of contact is our goal.
For a listing of additional contacts, please visit our phone directory.
Charlie Norwood has two patient advocates to serve Veterans. They are: Shontina Floyd, lead patient advocate, Downtown Division (706-733-0188 ext 2057) and Shereen Hughes, Patient Advocate/Case Manager, Uptown Division, 706-733-0188 ext. 6156. Advocates can also be reached by emailing vhaaugcustomerrelations@va.gov.
Post Discharge Calls
Post discharge calls are made to all patients within 48 hours of discharge. These calls help us to ensure that you are doing well after your hospitalization and also give us the opportunity to receive feedback on our services. These calls provide us with real time information, allowing us the opportunity to review our customer service and medical center processes.
SHEP (Survey of Healthcare Experiences of Patients)
After your visit or hospitalization you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at the Charlie Norwood VA Medical Center. Please take the time to complete this survey. Your feedback is important to us. We would like to be rated at the exceptional level (a 9 or 10), however, if that is not possible, please let us know by contacting a service-level champion or one of our patient advocates.
