Complaints

You are doing a home visit with the hospice nurse to a patient, Rosa, who has advanced metastatic pancreatic cancer. You have been asked to visit with the hospice nurse to provide support to the patient whilst difficult decisions are discussed. You are aware that the patient has recently refused to see both the gastroenterology consultant and the oncologist as she feels that they were very abrupt and dismissive of her feelings when discussing completion of a Do Not Attempt Resuscitation form. The patient is evidently distressed and angry at both of the professionals. You suspect that she is subconsciously pushing the professionals away as she is having difficulty coming to terms with her prognosis. When you arrive the first thing Rosa asks is how she can go about making a formal complaint about her gastroenterologist and oncologist.

• How can patients make a complaint?
• What is the most common reason for complaints occurring?
• What should you do if a complaint is made against you?

Apply Theory (Specific Professional Healthcare Competencies + Clinical Medical Ethical Principles) to Practice in order to provide Optimal Patient-Centered Care (OPCC)

Source – Ethics Case Studies from Clinical Ethics and Law (Second Edition), Carolyn Johnston Penelope Bradbury