Raise a concern with your doctor or care team
No health care professional goes to work intending to harm patients, yet mistakes do happen. If a medical error or other adverse event happens to you, you can work with your care team to make sure that your needs are met. And, just by pointing out that something went wrong in your care, you might also help your provider prevent something similar from happening to another patient.
When to address the issue
It’s usually best to address a concern in the moment. For example, if a nurse is ready to give you a shot you weren't expecting, ask what the shot is for and whether they can double-check that the doctor ordered it for you.
At times it may make more sense to wait and speak with someone else on your care team with whom you feel more comfortable
If your concern isn’t addressed, or you don’t feel comfortable talking directly to someone on your care team, reach out to other staff at the facility or practice. Most hospitals and some long-term care facilities have patient advocacy offices with staff available to speak with patients confidentially. These departments are typically called "patient relations" or "customer service."
When raising a concern with your health care provider, consider the following:
- When possible, have a face-to-face conversation
- Ask a relative or friend to join you for support and to help remember what was said
- Remember that as a partner in your care, you have the right to have your questions and concerns addressed respectfully and thoroughly.
Often, raising a concern to your care team is enough for the issue to be addressed. If not, consider seeking help from others who may be able to assist you.
Get help from other sources
It’s important to report safety concerns for your immediate well-being and for the safety of future patients. If you are concerned that the clinical staff is not taking action, many organizations have staff who help with patient concerns or complaints.
Reach out to staff in departments like "Patient Relations" or "Quality and Safety" who are trained to work with patient and consumer concerns. Find contacts for Massachusetts hospitals here.
Before calling the administration at a hospital or facility, organize your information by writing down the following:
- Exact dates and staff involved, by name if possible
- Include a clear "ask" — what you would like to see happen next
- If you are writing a letter or email to describe your complaint, send copies of any related documents and keep the original documents for yourself.
If you are a Medicare patient (or caring for someone insured through Medicare) there is a special organization that will listen to your concerns about the quality of the care received. Acentra Health is a an organization hired by Medicare to work with Massachusetts patients and families.
Quality of care complaints could include concerns that you were:
- Given the wrong drug or dose of a drug
- Sent for a surgery or treatment you didn’t need
- Sent home from the hospital too soon
- Given discharge instructions you didn’t understand or that were not complete
Contact your plan’s member service phone line — usually located on your insurance ID card, to ask about how to report an event or concern with the health care services you received.
Every community in Massachusetts has a long-term care ombudsman, an advocate for residents living in long-term care facilities such as nursing and rest homes as well as assisted living residences. Ombudsmen are there to hear from residents or their loved ones who have concerns about the quality or safety of the care they received. Look for the name of the town where you currently live and find the telephone number of your ombudsman using this list for nursing and rest homes or this list for assisted living.
Write down some information first, such as:
- Exact dates and staff involved, by name if possible
- A clear "ask," meaning what you would like to see happen next
- If you are writing a letter or email to describe your complaint, send copies of relevant documents and keep the original documents for yourself.
A community care ombudsman may also be helpful in matters regarding community-based MassHealth programs or Federal private-pay elder care programs.
Contact the state's Executive Office of Elder Affairs at 1-617-727-7750 or 1-800-AGE-INFO (1-800-243-4636) to connect with someone who can help you.
The Veterans Administration has a patient advocate program for all veterans and their families who receive care at veterans’ facilities and clinics. These advocates are trained to help with problems related to your health care. To learn more about the VA patient advocate program, click here.