Procedures for Filing Patient Complaints

The person to whom Mrs. Smith should file a complaint is largely dependent on the type of hospital service that Ms. Smith was receiving. Due to the fact that Ms. Smith was in a patient care unit during the time that she experienced the terrible service, the complaint should be filed with the nurse manager of that particular unit. Some hospitals also have personnel who are trained to handle all patient complaints, and these individuals are referred to as patient representatives in most cases. It would be advised that Mrs. Smith file a complaint with the nurse manager, as well as the patient representative, if there is one available at this hospital.

After the complaint is filed, it is the duty of the nurse manager, and or the patient representative, to conduct a thorough investigation of the complaint and the surrounding circumstances, to give Mrs. Smith a prompt, timely, and professional response to the complaint, as well as to notify Mrs. Smith of the actions that have been taken and or will be taken to remedy the situation.

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