Customer Service - Central Texas Veterans Health Care System
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Central Texas Veterans Health Care System

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Customer Service

Patient Advocates

The Central Texas 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.

Gabriel Cervantes, Temple - Patient Advocate

Gabriel Cervantes

Temple - Patient Advocate

Kathy F Sanders, Waco - Patient Advocate

Kathy F Sanders

Waco - Patient Advocate

Sherrie Kelley, Temple - Patient Advocate

Sherrie Kelley

Temple - Patient Advocate

Tandy Kinard, Austin - Patient Advocate

Tandy Kinard

Austin - Patient Advocate

Serai Kizer, Austin- Patient Advocate

Serai Kizer

Austin- Patient Advocate

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

Additional Contacts

We strive to always provide the highest quality of care to the Veterans of our nation who call this area home. We have established several additional programs to assist you with specific needs or questions.

Bridgett Holmes, Chief, Veteran Experience Section

Bridgett Holmes

Chief, Veteran Experience Section

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

The Patient Advocates at this organization support patients and families by their emphasis on neutrality, collaboration, and problem resolution, combined with their expertise in hospital functions and procedures.

The Patient Advocate:

  • Serves as a liaison between patients, families, hospital and medical staff.
  • Advocates for patient rights.
  • Promotes patient satisfaction.
  • Serves as a point of contact for organization-wide complaints and grievances.
  • Provides feedback from the patient to the organization to continually improve the patient experience.
  • Serves as a resource and support for ethical issues.
  • Provides information for the patient regarding services/resources both within and outside the hospital.

Thanks for a Good Job Card

Your feedback about the care and services you receive while in the Medical Center provides us an opportunity to make changes and improvements; Feedback gives you the opportunity to make a suggestion, and correct problems or give a compliment.

During your stay, you may be surveyed by one of our Patient Advocates. This is a short patient satisfaction survey asking for feedback about your perception of the care you are receiving.

You may answer your quick card anonymously, or you may provide your name and contact information if you would like us to contact you about the resolution of any issues.

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 at our medical center.

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.