Making a Healthcare Complaint: Your Rights and Support Options

Highlights

• A healthcare complaint is a complaint you make after having a bad experience or outcome in the health system.
• There are many reasons why you might make a complaint — this can include complaints about care you received during pregnancy and childbirth.
• Before making a complaint, you should start by talking with your healthcare provider.
• If you’re not happy with the response, you might decide to escalate the complaint to the healthcare service.
• If the issue remains unresolved, there are regulatory bodies and advocacy groups that can assist you, depending on your location.

In This Article

• Understanding Healthcare Complaints
• Reasons for Filing a Complaint
• Talking to a Healthcare Provider
• Preparing for the Discussion
• Possible Outcomes After a Discussion
• Steps to Filing a Formal Complaint
• Patient Rights in the Complaint Process
• Tools and Assistance

Understanding Healthcare Complaints

A healthcare complaint is a formal grievance about an unsatisfactory experience or outcome within the health system. This can involve any stage of medical care, including pregnancy, childbirth, and postpartum services.

You have the right to complain about any aspect of your healthcare experience.

Complaints can be made about any health service provider, including:

• Public and private hospitals
• Community health services
• Registered health professionals such as doctors, midwives, and nurses
• Non-registered providers such as counsellors and alternative therapists

Issues that may lead to a complaint include:

• Unsatisfactory treatment
• Negligent or unprofessional behavior
• Mishandling of personal health information
• Poor communication
• Problems with referrals or hospital admissions
• Disrespect or privacy violations
• Culturally unsafe practices

Unprofessional conduct complaints may cover:

• Inappropriate relationships with a healthcare provider
• Inappropriate physical examinations
• Discrimination or bias (e.g., racism, sexism)
• Fraud or dishonesty
• Acts of violence or misconduct

Reasons for Filing a Complaint

There are several reasons why you might choose to file a healthcare complaint:

• To ensure that your concerns are acknowledged by your healthcare provider
• To seek clarification or answers regarding your treatment
• To request an apology or corrective action from the provider
• To help prevent similar issues from occurring with other patients

Common reasons for complaints in maternal care include:

• Dissatisfaction with antenatal care
• Medical decisions made without your consent
• Inadequate care during labor and delivery
• Unexpected complications due to provider negligence
• Poor postnatal care for you or your baby

Talking to a Healthcare Provider

Before making a formal complaint, it is often beneficial to discuss your concerns directly with the healthcare provider. Many issues can be resolved at this stage through open communication.

Start by speaking with the medical team involved in your care. Request clarification about any aspect of your treatment that concerns you.

It is your right to ask questions and receive clear, respectful answers at any stage of your care.

Preparing for the Discussion

Being specific about your concerns will help facilitate a constructive discussion. Before your conversation, consider writing down:

• What happened
• When it happened (date and time)
• Where it happened
• Who was involved
• The resolution you seek

Maintain a calm and clear tone during the discussion. If possible, request a timeline for when you can expect a response.

Ensure the healthcare provider has your correct contact details to follow up on your concerns.

Possible Outcomes After a Discussion

Some potential outcomes from your discussion may include:

• An explanation of what happened and why
• An apology
• Policy or practice changes
• Reimbursement of medical expenses
• Disciplinary action against the healthcare provider

Steps to Filing a Formal Complaint

If your concerns are not addressed satisfactorily, you may choose to file a formal complaint with the healthcare facility. Most institutions have a designated complaints manager or patient advocate to assist with this process.

Steps to Take:

• Gather all relevant information before making your complaint
• Keep records of all conversations, including:
  • Dates of discussions
  • Names of individuals you spoke with
  • Key points from the conversation
• Collect supporting documents such as:
  • Letters
  • Emails
  • Medical receipts

If you remain unsatisfied with the response, you can escalate the matter to external regulatory bodies or healthcare advocacy organizations.

Patient Rights in the Complaint Process

Patients have fundamental rights when it comes to receiving and evaluating healthcare services. These include:

• Access to clear and transparent information about your healthcare
• The right to file a complaint without fear of discrimination or retaliation
• The right to have your complaint handled in a timely and fair manner
• The ability to share your experience to help improve healthcare quality

Tools and Assistance

Navigating the healthcare complaint process can feel overwhelming, especially if you’re also managing emotional stress. Fortunately, there are tools and resources that can support you throughout this journey.

You can:

• Access patient advocacy services that offer guidance on how to voice your concerns effectively and ensure your complaint is taken seriously. These services often provide personalized support and can accompany you through formal complaint procedures.
• Consult with mental health professionals, such as counselors or therapists, who specialize in supporting individuals who have experienced medical trauma or dissatisfaction with care. Emotional support can be crucial during this time.
• Join peer support groups—both in-person and online—where individuals share experiences and advice about navigating the healthcare system and managing the emotional aftermath of poor medical treatment.
• Use complaint guides or templates offered by health institutions or advocacy organizations to help structure your complaint clearly and professionally. These often include step-by-step instructions and sample wording for letters and emails.
• Keep a complaint journal to document dates, names, conversations, outcomes, and your personal reflections. This not only helps with organizing your complaint but can also serve as a therapeutic outlet.
• Contact mediation services if you are seeking a resolution without formal legal steps. These services can help facilitate constructive communication between you and the healthcare provider.
• Ask for interpretation or translation support if language is a barrier. Many health services provide multilingual assistance or access to interpreters for clearer communication.

Remember, you have the right to feel heard and supported. Using these tools can help you take control of the situation and work toward a resolution that acknowledges your experience and promotes better care in the future.