I have been helping a family member try to get resolution--even just acknowledgment--for some terrible things that happened in connection with a hospital stay last year. Not talking about medical care, which was adequate (but could have been better), but does have to do with a group of nurses (night shift) involved in verbal and emotional abuse and a couple of doctors whose chart notes included false derogatory statements, including statements which indicate that other verbal conversations or written records were playing a part, records which are not part of the medical record. This also led to some mistreatment by hospital security staff.
The hospital has consistently refused to acknowledge the existence of any of this (via written communications), even though a couple of issues were actually established via complaints to outside agencies.
I am really wondering about the degree to which patient reps are even kept int he loop when there are serious conflicts with a hospital. One of the complaints we filed was with the nurse licensing board. We only had a first name and a time of day (night), and my family member was not even her patient. So the BoN had to get her information from the hospital, yet patient reps seem to not know anything about it.
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