Making a complaint - My experience 2009

Published 01 September 2009, Posted in Northland

By Chris Cook

How many of us over the years have had a bad experience at the hands of Hospitals, Clinics or any department within the Health System be it public or private, and thought about making a complaint but not followed through with it because we did not want to upset anyone or make waves or thought it was too trivial to mention, or just too plain scared to do so.

Well that has been me for many years until recently, and it’s a bit ironical that in my job and over the years in other jobs I have often encouraged people to make complaints or raise issues if they are not happy with a service etc or have had a bad experience. 

Well now it’s my turn.

I recently had an MRI (not the first either) and the treatment I received was not as is should have been, in fact it was terribly traumatic, not just at the time bit in the days and weeks following. 

After thinking about it for a few days, I decided to get in touch with the local Health and Disability Advocate to voice my concerns.  This was great as she gave me the confidence to put it all in writing to the people concerned and within a few days I had a reply and a meeting was set up.  I also have to say I had to physically give the letter to another person to post as I was too nervous to do so myself and may not have sent it otherwise.

I nervously attended this meeting with my husband, the Health and Disability Advocate, the Practice Manager and head Radiologist.  They thanked me for my letter and raising the issues that I did.  There had been long and intense discussions with the staff and from that they have now made a number of changes, especially in how their staff relate to people.  Staff training on the Health and Disability Code of Rights has been organised with the advocate and they acknowledged there are a few problems that need sorting out.

They apologised to me for the treatment I received and acknowledged the trauma that I suffered and discussed ways in which they could help when I next visit for an X-Ray etc, and asked if I had any suggestions - which I did!!!

They also acknowledged my husband and how it had been distressing for him to have seen me in such a traumatised state that day.

There is no doubt that this has been a very traumatic experience for me and will take some time getting over it, but I am relieved that any other patients going to this place will not have to endure what I did (I am extremely claustrophobic and was made to have the MRI without sedation even though it had been clearly recorded that this was required, the staff thought they could talk me through it). 

It has also been a learning experience for me in that it is OK to make a complaint and voice concerns about treatment we are not happy about no matter how small it seems.  That there are people out there who can help you in this process and support you through it.  It is your right to be able to do this and if institutions do not know something is wrong they are unable to put in place process to correct the problem.

Even writing this short story, I go through lots of different emotions such as guilt, fear of making myself look stupid, was it really that bad?, what will happen next time I go there even though they say it will not happen again, will I be labelled a complainer.  My palms are sweating as all these things are going on in my head.  I get the shakes, have trouble concentrating and I get frustrated with small things.  Sleeping at night is a mission and just being me is difficult. 

I am determined it will not happen to me again and in writing this I hope it will give others the confidence to stand up and say when things have gone wrong for them as this is the only way change can happen.  We must speak out about things to make our world safe for us and others and remember there are people out there that can help.