Making a health care complaint is difficult. These tips can make a difference

Charles Kinch spent more than four years complaining to the BC health system after the death of his wife Leslie Kissel.

She died of advanced uterine cancer in December 2020 at the age of 70. He complained that his diagnosis and treatment were mishandled By BC Cancer, the provincial agency that oversees cancer care.

But their complaint actually resulted in a change in the system.

“There is no solution that will bring my wife back,” he said. white coat black arHost Dr. Brian Goldman.

“So the whole purpose of complaining was for other people. To change the system so other people like my wife can get better treatment, better outcomes than what Leslie got.”

Although Kinch was able to exert influence, this is not always the case when filing a formal complaint.

And the system can be difficult to navigate.

But Dr. Rob Robson, who has spent much of his career dealing with patient complaints and mediation, says there are several ways to improve your chances of being heard.

Complain quickly, take notes

Robson, a health-care interventionist and emergency department physician based in Dundas, Ontario, says patient complaints typically arise for three main reasons.

The most common thing, he says, is that patients or loved ones want to understand what happened or what went wrong. Other reasons are a desire to make a change for future patients and looking for someone to take accountability and apologize.

So where to start?

Robson said it’s best to complain as soon as possible. “If you can start that process within a few days, the memories are clearer,” he said.

But this is not always possible, especially for those coping with the death of a loved one. In those cases, Robson said, health care providers should not downplay the person’s concerns because they waited to complain.

When dealing with the medical system, it can be helpful to take detailed notes about treatments and procedures, he said. This way, if you reach a point where you feel it’s necessary to complain, you’re not relying solely on memory.

You should also keep all the relevant documents with you. The physical records belong to the health care facility, but Robson said patients have the right to access them or request photocopies at some cost.

finding the right person

Robson says it’s important to focus on experience and facts.

Another important step, says Robson, is to make sure you get the name of a real person you can contact about your complaint.

And you have to make sure it’s the right person, he added.

“If you’re not raising your concerns with the right person, you may have someone who says, ‘Oh no, I don’t deal with that. I can’t help you with that problem,'” Robson said.

In the best case, that person will direct you to the right person. But Robson said they will often just say they can’t help, and that’s that. If this happens, Robson suggests contacting the CEO of the hospital or health authority or reaching out to the appropriate regulatory authority.

He said the health system needs to improve how it communicates where and to whom complaints should be sent. This could be as simple as a sign posted in rooms where people are being cared for.

“It does us no credit that we make it so difficult to raise concerns,” Robson said.

And don’t stop taking notes. Robson said it’s also advisable to record conversations with complaints officers, although he suggests being polite and clear about it.

stay strong

Keith Durie of Moncton, NB is still waiting to hear about the complaint he filed nearly four months ago on May 19, 2025, about a visit to the Moncton Hospital emergency room. While he received the treatment he needed, he says his treatment by a nurse was unacceptable.

Durie died while taking blood. After waking up, he says the nurse “made passive-aggressive comments,” suggesting that Drury should have alerted the hospital staff that he might be unconscious.

Next, Drury heard the same nurse complaining, which he assumed was about him.

“This was extremely unprofessional and hurtful,” Drury said in an email. white coat black art,

After her experience, Durie complained to the hospital’s patient relations office. They received a notification that a complaint had been received, as well as the name and phone number of a staff member in relation to the patient.

And then nothing.

“If we don’t understand what really happened when things went wrong… there’s no way we can change the system.– Dr. Rob Robson

This is where Robson says it’s important to remain humble and persistent.

“I think you just carry on, and if there’s no response, take the complaint to a regulatory body,” Robson said.

One of New Brunswick’s health officials, Horizon Health Network, which runs the Moncton hospital and its patient relations department, said he could not talk about details involving specific patients for privacy reasons.

However, it added that the health network takes patients’ concerns seriously and has a process in place to address those concerns. This process involves reviewing and investigating what happened with the patient, the care team, and Horizon’s patient relations team.

“Once our review is complete, we always share the findings and results directly with the patient,” Jeff Carter, Horizon’s vice president responsible for patient experience and professional services, said in an emailed statement.

“Our commitment is to listen with compassion, respond with transparency, and ensure that every concern is given the attention it deserves.”

Drury never rose above the patient relations department of Moncton Hospital. She says she hasn’t received any notice from Horizon Health Network about what actions they’ve taken since she filed her complaint four months ago — and she has yet to see them take any accountability.

change system

Kinch ultimately took her complaint to BC’s independent Patient Care Quality Review Board. The initial response they received outlined some recommendations, but the second response included substantial commitments to change, including improving communication with people with cancer and improving cancer care.

Robson says that’s why it’s important for people to raise their concerns.

Robson said, “If we don’t understand what really happens when things go wrong… there’s no way we can change the system or change circumstances for other people.”

But, Robson says, formulating the right complaint and sending it to the right person should not be entirely dependent on the patient or loved one. He says health care organizations need to take accountability.

Robson said, “We need to accept that maybe we can learn something from him. Maybe he has reasonable comments.”