John D. Dingell VA Medical Center, Detroit, Michigan
You Have a PAL at the Detroit VA!
With thousands of patients walking through the doors of the Detroit VA each week, it’s inevitable that Veterans will have concerns and issues.
That’s the motivation behind the creation of the PAL program, or Patient Advocate Liaisons.
The PAL program began as a way to assist Veterans and their caregivers in managing concerns and answering questions.
“There is a PAL in each service, which not only gives Veterans more people that they can speak to, but it also gives them someone closer to the issue because that PAL is already familiar with the service in which that Veteran is receiving care ,” said Bill Browning, Chief of Volunteer & Community Relations. “The PAL program has really made a difference for our Veterans and our staff.”
There are more than 60 PALs in the medical center and they are easily accessible. Each service can give a Veteran a card with contact information, and the information desks on the first floor also have access.
“We have an excellent team of patient advocates, but often times, the PAL answers the question or manages the issue before it gets to the offices of our advocates,” said Browning. “This is just one way we continue to enhance our customer service and focus on the Veteran’s needs.”