|
 |
When you or your family contact a Patient Advocate in the Office of Patient Advocacy, please be ready to share the following information:
- The nature of your complaint;
- Your medical record number;
- The name(s) of the person(s) involved;
- The department in which the problem occurred;
- The date on which the problem occurred and
- Your ideas about how you would like us to help.
|
Our investigation will include:
- Asking your permission to start the investigation;
- Talking with you and / or your family so that we know your concerns;
- Contacting and talking with the person(s) named in your complaint;
- Reviewing all appropriate documents, including your medical record, if necessary and
- Collaborating with you on a possible resolution.
|
The MGH and outside regulatory agencies have set standards that we must follow when we manage patient or family complaints. These standards ensure that:
- Patients and families are told that they have a right to file a complaint and they are told how to do so;
- We look into the complaint and, when indicated, make efforts to correct the problem;
- Each patient or family that makes a complaint receives a response from us and
- ..If you present a complaint, your care will not be affected in any way.
|
| |
