Customer Service - San Francisco VA Health Care System
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San Francisco VA Health Care System


Customer Service

Patient Experience Program

Patient Experience Specialists oversee San Francisco VA’s customer service program. Together with Patient Relations Representatives in each department, they help patients to navigate the system and ensure that their ideas, complaints, and compliments are heard and addressed at the local level. Patient Experience Specialists are also available to assist patients with complex, escalated customer service needs. The Patient Experience Program is located in the Office of Patient Centered Care (Bldg. 200, Room GA-161), and the Patient Experience Specialists can be reached at (415) 750-6650.

Amin Eddebbarh, Director of the Office of Patient Centered Care

Amin Eddebbarh

Director of the Office of Patient Centered Care

Arnel Bael, Patient Experience Specialist

Arnel Bael

Patient Experience Specialist

Anne Wolf, Patient Experience Specialist

Anne Wolf

Patient Experience Specialist

Phila Cole, Patient Experience Specialist (stationed at Santa Rosa VA Clinic)

Phila Cole

Patient Experience Specialist (stationed at Santa Rosa VA Clinic)

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

Additional Contacts

For routine business requests, local departments can assist you more quickly than the Patient Experience Specialists. If you know which department is responsible for the matter you need help with, start by contacting that department directly. Please see additional contacts and resources below. If you are experiencing a medical or mental health emergency, call 911 or go to the nearest emergency room. If you need help with a clinical issue or if you are experiencing symptoms, call our Telephone Linked Care line at (415) 752-1212 / (800) 733-0502, or make an appointment to see your provider.

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

The San Francisco VA Health Care System strives to always provide the highest quality of care to the Veterans of our nation. We recognize there may be times when a patient or family member has a particular issue, policy, decision, or patient safety concern. We encourage you to first speak with your treatment team or our department managers as their duty is to ensure you get the best care possible. 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.

Social Work Service

Social Workers are available in both the inpatient and outpatient settings to help you and your family with problems caused by your illness or hospitalization or with problems that may delay your recovery. Social Workers provide information and assistance with discharge planning, rehabilitation, hospice care, and community services you may need as an outpatient.

Social Workers provide counseling about financial benefits and vocational rehabilitation. In addition, they provide therapy/counseling for psychiatric issues such as post-traumatic stress disorder, depression, substance abuse, marital and family problems, and adjustment to illness and disability.

You can contact a Social Worker by asking your inpatient or clinic doctor or nurse to make a referral, by calling (415) 750-2044, or by stopping by the Social Work Service office in the San Francisco VA Medical Center, Building 2, Ground Floor, Room 161.

Returning Combat Veterans

If you have served in Operation Iraqi Freedom, Operation Enduring Freedom or Operation New Dawn, now is the time to take advantage of the benefits you have earned. Contact our OEF/OIF/OND Program Office to learn more. Point of contact is Lauren Martin, MSW, OEF/OIF/OND Case Manager, 415-221-4810, ext. 2-4952.

Chaplain Service

Each day there is Chaplain coverage at the San Francisco VA Medical Center from 7 a.m. to 4 p.m. Chaplains may be contacted during work day hours by calling:

415-221-4810, ext. 2-4505, 2-3556 or 2-3689.

To specifically reach a Catholic Chaplain, call 415-221-4810, ext. 2-3556.

Chaplains have varied schedules, and are often in the hospital visiting veterans. If you need immediate assistance, or if you are calling during off-duty hours, contact the Chaplain Supervisor by pager at 415-739-5671.

The SFVAMC operators and ED administrative officers also have information on how to reach the Chaplains during off-duty hours.

The Chapel and Chaplain Service offices are located in Building 7, 2nd Floor, above the Canteen and Voluntary Service.

The schedule of worship services at SFVAMC is as follows:

Catholic Mass:

  • Weekdays: 11:30 a.m. (Chapel)
  • Saturdays: 3:30 p.m. (Community Living Center, Bldg. 208, First floor, Dining Room)
  • Sundays: 11 a.m.  (Chapel)

Protestant Worship

  • Mondays: 4pm. (Community Living Center, Bldg. 208, Ground floor, Commons Room)

Call the Chaplain Service at 415-221-4810, ext. 2-4505 for information on religious/spiritual services for other faith groups.

Survey of Healthcare Experience of Patients

You may be contacted for feedback about your stay shortly after your discharge. Your comments will help us to continue to meet our goal of providing quality health care to our veteran patients and family. It is important that we have your correct phone number at time of discharge, especially if you will not be going to your own home.