How to complain against a hospital
Sometimes during treatment or service in a hospital, we feel that something is not right – be it the behavior of the doctor, negligence of the staff, error in billing or lack of facilities.
In such a situation, it is your right to complain, and if done correctly, it also has an effect quickly.
1. Gather complete information
Before complaining, you should have all the necessary details, so that no information remains incomplete later.
- Patient’s name and medical record number registered in the hospital
- Correct dates of treatment or admission
- What kind of problem occurred – such as wrong medicine, mistake in billing, bad behavior of staff, etc.
- If you have talked to the hospital staff about this, then make a note of it as well (date, time, whom you talked to, what was the answer)
Tip – Keep a copy of whatever documents you get (bills, medical reports, prescriptions) safe.
2. Contact the hospital directly
First of all, try to resolve the problem within the hospital.
- Talk to the hospital’s Patient Relations Department, Grievance Cell or Customer Care
- Check the “Contact Us” or “Feedback” section on the hospital’s website
- Call the main (helpline) number and get the number of the correct department
3. File a written complaint
Apart from talking on the phone, make sure to send a written complaint so that there is a record of it.
- Write a formal letter or email in which you write your complaint clearly and in sequence
- Include all the information gathered above in it
- Attach copies of important documents
- While sending the complaint, make sure to put the date and keep a copy with you
4. Move on if the solution is not found
Sometimes you do not get a satisfactory answer from the hospital. In such a case, take the matter to a higher level –
- Send a complaint to the state health department or local health authority
- If the hospital is affiliated with The Joint Commission or any recognized institution, then report there
- If the problem is related to insurance, then inform your insurance company as well
5. Seek legal advice (if necessary)
If it is a serious matter like malpractice or negligence in medicine, wrong operation, serious injury, or permanent damage, talking to an attorney is warranted.
- Choose a lawyer with experience in medical law
- Show them all the evidence and documents first
- Take legal action only when all other avenues fail
6. Don’t forget to follow-up
- Keep a record of all the emails, letters or messages you send/receive
- If you don’t get a response within the stipulated time, send a reminder
- If possible, make an appointment to talk, so that the matter does not drag on
A small checklist – before filing a complaint
- The patient’s full name and medical record number is written
- The date and time are detailed
- The problem is clearly described
- All evidence (bills, reports, photos) is ready
- The contact of the correct department of the hospital has been found
- The complaint has been sent in writing
- The timeline for a response is noted
