Tampa VA Patient Advocates Serve to Connect Veterans to Quality Care
By Roderick Cunningham, Public Affairs
Written by: Ammon Bradford, Public Affairs Volunteer For Veterans navigating the VA healthcare system, patient advocates serve as a vital connection to quality care.
At the James A. Haley Veterans' Hospital in Tampa, these advocates work to ensure Veterans receive the services they need while addressing concerns with compassion and efficiency.
Haley’s Chief of Patient Advocate Services, Joal Brown, a former Navy medic of 14 years, describes how his military background shapes his approach to assisting Veterans.
“The way I connect with Veterans, it’s not just about understanding their concerns. It’s about speaking their language,” he said. “When they see someone who’s walked in my shoes, it builds trust.”
His experience in military leadership helps him manage complex situations with a mission-oriented mindset, ensuring Veterans get the support they need.
A key part of the advocate’s role involves clearing up misunderstandings and guiding Veterans through the healthcare process. “A lot of frustration comes from not knowing where to go or what to do next,” Brown said. “My job is to make sure they’re not left in the dark.”
Beyond resolving issues, the Patient Advocate team also helps VA healthcare providers and staff with customer relations by enhancing their understanding of the patient experience.
“You don’t have to be a genius, but having a basic knowledge of hospital flow and VA processes makes a huge difference,” Brown noted.
Haley’s patient advocacy team has developed a reputation for quickly resolving concerns, often within 24 to 48 hours. This efficiency comes from their deep understanding of VA procedures and their ability to navigate the system to find timely solutions.
In one instance, a Veteran struggling to schedule a critical medical appointment found themselves stuck in the process. Within hours of reaching out to the Patient Advocate office, their case was prioritized, and they had an appointment scheduled the following week. “It’s about being proactive,” Brown explained. “We don’t just address concerns—we find solutions.”
He emphasizes the importance of demeanor as a patient advocate. “Confidence is key. You have to mean what you say and say what you mean. But at the same time, there’s a soft skill involved—understanding hospital operations and guiding veterans through the system.”
The goal of the Patient Advocate Office is to enhance Veterans’ healthcare experiences. “We want to tell these stories because they show the real impact of what we do,” Brown said.
For Veterans who are hesitant to seek help, the message is simple: “Don’t wait. Patient advocates are here to help, and they will make sure you get the care you deserve.”
“We’re in this together,” Brown added. “Our mission is to make sure every Veteran who comes to us leaves with a solution.”