Customer Service - VA Northern Indiana Health Care System
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VA Northern Indiana Health Care System


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 individual concerns and rights as a patient. We work directly with all departments on your behalf and can address your questions, problems or special needs quicker. If you, or a veteran you care for has not been able to resolve important issues related to VA through other means of communications, please contact one of our highly-skilled patient advocates listed below who will be eager to help you with your concern in a timely manner.

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Daniel Ealey

Fort Wayne Patient Advocate
260-426-5431 Ext. 71340

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Jeff Reed

Fort Wayne Patient Advocate
260-426-5431 Ext. 72200

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Ed Adams

Marion Patient Advocate
765-674-3321 Ext. 70020

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Jennifer Samuelson

Marion Patient Advocate
765-674-3321 Ext. 70022

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Frank Gonzalez

Mishawaka Patient Advocate
800-360-8387 Ext. 70009

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

Additional Contacts

No matter which service you visit when you come to VANIHCS, you will always be able to find one of our many Patient Advocate Liaisons (PALs). The Patient Advocate Liaisons can address and resolve your concern at the point of contact. Simply ask a staff member for the PAL of the service.

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


We also have a number of feedback tools, such as MHV Secured Messaging, Survey of Healthcare Experience of Patients (SHEP), and Medallia* for you to provide information about the care and service you receive. Please take the time to participate in and use these feedback tools. Our goal is to provide compassionate, quality care in a timely manner. Your feedback about the care and services you receive while in the medical center provides us an opportunity to make changes and improvements. If you would like to take the opportunity to provide feedback on your care, please contact one of our Patient Advocates at the numbers listed above or by visiting our secure Inquiry Routing and Information System (IRIS) at

*Medallia - The Medallia Platform gathers real-time Veteran feedback across digital channels, including web, mobile and in-apps. We can understand in-the-moment Veteran Experiences and tell the Veterans story in a more complete way.  The Medallia Experience Cloud ensures that surveys are relevant, reliable and actionable, and shows what really influences customer loyalty using Medallia's comprehensive data analytics. Medallia measures the performance of key Veteran journeys and touchpoints to pinpoint what is working, and what is not.

Survey of Healthcare Experience of Patients

After your visit, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment any of our sites.

Please use the survey to let us know of any concerns, complaints, or questions you have about your care, so that we can resolve them.  We also appreciate compliments about what we are doing right.