How to Make a Medical Complaint - Pt 1: Should I Even Complain?
You have found this post because something serious has happened to you or a loved one. This can be an emotional, frustrating time. I’ve been there, too.
First, some validation: As much as we all would love to believe every healthcare provider is doing their best work, all of the time, sadly, that’s not the reality. Many healthcare professionals, aides to doctors, are burnt out, overworked and/or simply not suited to their chosen career path.
Alarmingly, some of those entrusted with our care are behave as though they derive pleasure from inflicting suffering on the vulnerable. The more strapped a health authority is for workers, the more likely it is that those who should not be caregivers will still make it through the hiring process, and into the workplace.
As a patient, or their care partner, it is your responsibility to demand safe and compassionate healthcare. The process starts with you. The more often people report poor care, the more hospitals and governments will take action. Communicating your complaint in a clear, concise manner to the appropriate organizations, departments and regulatory bodies will ensure your voice is heard, and action is taken.
3 Important Things to Consider Before Filing a Medical Complaint in Alberta
Before diving right into the complaint process, take a breath.
Being with your emotions for as long as it takes for them to settle will lead to a more clear-headed, productive outcome.
Is someone at risk right now?
Think, and act, according to the level of threat. Bear in mind, smaller medical problems that slip under the radar, like preventable infections or medication errors, can often cause the most harm and even death, so it is important to take anything that causes you alarm seriously.
For the following situations, we recommend taking action immediately, using the steps outlined here.Assault
If there has been physical assault, or emotional harm or abuse, at the hands of a hospital or facility staff member against you, a loved one, or you have witnessed such against another patient, you have the right to expect immediate action, and for the caregiver to be removed from the situation. (Yes, it is your right and obligation to report abuse of any other person—even when, and perhaps especially, if you are told it’s none of your business.)
If the doctor, nurse or care provider is not removed and the most senior manager has been notified, you have the right to call the police. Assault is a criminal offense, no matter where it occurs and who the perpetrator is.
Concerns disregarded
Complaints not taken seriously or addressed, especially in life-threatening circumstances, warrant immediate action.
Care denied or withheld
Care denied or withheld, especially as a punishment for “bad behaviour”, or for speaking up against caregivers, warrants immediate action.
Serious medical error
The following situations warrant immediate action:
The wrong medication administered
Misidentification of the patient during any treatment, procedure or surgery
Potential transfer of serious pathogen (for example, lack of hand washing or housekeeping exposing you or your vulnerable loved one to bacteria or viruses, especially pathogens that are antibiotic resistant ( Difficile, MRSA, VRE, and CRE.)
Questionable death
If you think your loved one has died under unusual or suspicious circumstances, this warrants immediate action.
Again, for all of the above situations, use the steps outlined here for the correct procedures to take action immediately.
3. Think before going to the media
When people are angry, this is often the first thing they think about. But is it the best plan? Very few stories make it to the news, and usually only when there has been a death due to perceived negligence. It might make you feel better in the short-term, but the repercussions can be significant, especially if your facts are murky, not concise or worse, inaccurate. Health authorities have staff dedicated to countering media complaints, and your public complaint may seriously affect future care.
Try to resolve your complaint through the steps listed here – unless you think that others’ lives are at risk, and that the media is the fastest way to get the message out.
If you have decided that making a medical complaint is warranted and necessary, here are the steps for doing so effectively.
Credits to Connie Jorsvik of PatientPathways.ca
Edited and adapted by Corinne Hewko for the Alberta healthcare system
