VA Southwest Health Care Network (VISN 18)

Report ID: PSETS0000084687, U.S. Department of Veterans Affairs

Reported Entity: VISN 18 Phoenix, AZ

Issue:

On 1/15/2013 the Privacy Officer (PO) contacted Veteran by phone after Patient Advocate reported Veteran complaint. Veteran reports that after his appointment on Friday morning, 1/11/2013, he was called back to the front desk to arrange for his physician to fill out additional paperwork. During the discussion, he said indicates that a nurse who called him to front desk was rude about his inquiries, which escalated on her part. He then asked her for additional medical information, asking to discuss this specifically with her in the back clinic. He says she then responded by yelling that his diagnosis was not important. Reportedly, 2 staff members were present at the front desk, a Veteran behind him and a waiting room full of patients and guests near the front desk within hearing range. He asked for her name and supervisor which she provided. The nurse called him yesterday, 1/14/2013, to apologize. However, today during his appointment at the same clinic, he says same nurse gave him dirty looks. This is not his providers nurse nor had he met her before. He indicates that treatment for his condition was difficult to acknowledge and seek. This situation is quite stressful to Veteran. He has confidence in his provider and nurse, whom he describes as kind and polite. Notification and investigation to ensue. Update: 01/16/13:The Veteran will be sent a notification letter.

Outcome:

Nurse Manager called Veteran to address clinical or any other concerns. Nurse manager will be implementing staff training regarding new customer service skills and ensuring that Veteran has access to his team to address his concerns. Nurse manager documented phone call that Veteran complaint has been satisfied. No further actions, at Veteran request.