How to File a Hospital Complaint: A Step-by-Step Guide
If you or a loved one has experienced poor care, a medical error, or disrespectful treatment, you have the right to be heard. Navigating the hospital hierarchy can be intimidating, but following a structured process ensures your complaint is taken seriously by hospital administration and provincial health departments.
Step 1: Document Everything Immediately
Before filing a formal report, gather your facts. Memories fade, and details matter.
-
The “Who”: Names and titles of staff involved (nurses, doctors, technicians).
-
The “When”: Dates and specific times of incidents.
-
The “What”: Specific actions or lack of actions. Avoid emotional language; stick to the sequence of events.
-
The “Paper Trail”: Keep copies of discharge papers, bills, or any written instructions you received.
Step 2: Attempt Immediate Resolution (Point of Care)
Often, issues can be resolved in real-time.
-
Ask for the Charge Nurse: If you are still in the hospital, ask to speak to the Charge Nurse or the Unit Manager.
-
State your goal: “I am concerned about the [safety/communication/hygiene] in this room. What can be done to fix this right now?”
Step 3: Contact the Patient Relations Office
Every major hospital in Canada has a Patient Relations or Patient Experience department. Their job is to act as a liaison between patients and the hospital administration.
-
Submit in writing: While you can call, a written email provides a timestamped record.
-
What to expect: They will investigate the claim and provide a formal response. Keep this response; you will need it if you choose to escalate.
Step 4: Escalate to Provincial Authorities
If the hospital’s response is unsatisfactory, or if the issue is a systemic failure, you must move outside the hospital system.
-
The Patient Ombudsman: Each province has an Ombudsman (e.g., the Patient Ombudsman in Ontario) specifically for healthcare complaints.
College of Physicians/Nurses: If the complaint is specifically about a professional’s conduct (medical malpractice or ethics), you may file a report with their respective provincial college.
Step 5: Share Your Story on hospitalcomplaints.ca
By posting your experience here, you help create a public record. This data helps provincial health departments identify which hospitals are underperforming and where funding or training is desperately needed.
-
Update your post: If the hospital reaches out and resolves your issue, let us know so we can update your case status to Resolved.