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As a child, I sometimes had trouble understanding the difference between when I should report someone else’s bad behavior (usually my sister’s, of course!) and when I should not tattle that tale.
As adults, most of us make that decision by asking ourselves questions such as, “Was that bad behavior illegal?” or, “Did it hurt me so badly that someone should be held responsible?” or even, “Could that behavior cause harm to someone else?”
When it comes to healthcare, those questions assume an added dimension. Because, in healthcare, problem behavior can result in physical harm, or even death.
And death is too often the result. According to CDC and government watchdogs, hundreds of thousands of Americans die annually from medical errors. About half those deaths result from infections acquired while in hospitals. Others stem from drug errors, surgical mistakes, and other problems that occur during diagnosis, treatment, or a hospital stay. Not reflected in statistics, but no less devastating, are deaths that result from poor communication and arrogance.
And those reports are only about deaths. Additional millions are injured by mistakes, but they survive.
I hear frequently from people who have encountered a problem while accessing their healthcare. Most realize the problem they experienced is not worthy of a lawsuit, but they want to report it somewhere because they want to prevent someone else from suffering the same experience. It might be a complaint about an individual doctor or an experience in a hospital. On occasion someone asks me about problems in nursing homes.
Typically, I’m asked three questions:
• “Is my complaint worthy of sharing with someone else?”
• “If it is, who do I complain to and how do I make
the complaint?”
• “If I complain, what will happen as a result?”
If you have ever asked yourself any of these same questions, you’ll be interested in a new resource that may supply answers. A non-profit group called the Informed Patient Institute is providing answers to these questions on its website: Informed Patient Institute.org. Right now you can get the resources you need for California and New York. I’m told the IPI will be expanding their coverage to other states over time.
Is this sort of complaining just a tattle tale? Absolutely not. Knowing that bad behavior in healthcare can result in harm to others is enough of a reason to file your complaint. Using the IPI as a resource will steer you in the right direction.
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When Is It Time to Complain to Your Doctor ?
How to Complain or Provide Feedback to Your Doctor |
