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Unfortunately, more and more people today are receiving dissatisfying medical care. This often comes with an unexpected hospital stay. The question is, how can you receive the care you deserve when the medical staff disregards your requests and wishes?
1) SPEAK UP: Don’t fume about it. Say what you have to say. The old adage, "The squeaky wheel gets the oil" is still true today. Ask questions and put doctors and nurses on the spot. For example: "Why haven’t you requested my medical records like I asked?" You cannot expect actions or answers if you do not express yourself.
2) SEEK HELP: All hospitals have a Patient Advocate. This person’s job is to act as a mediator between medical staff and the patient. A lot of hospitals send the Patient Advocate into each new patient automatically upon their arrival. If your hospital doesn’t, request to see this person immediately.
When you see the Patient Advocate, make your concerns as clear as possible. Tell him or her what you have requested and what has/has not been done. Make sure they are aware of how distressed you are over your concerns—be blunt!
3) PUT IT IN WRITING: If that doesn’t work, draft a brief letter (ask your spouse or a friend to type it up for you). In the letter spell out your wishes, what has not been done, that you are dissatisfied with substandard care and are considering requesting a transfer from your insurance company. Also state that you are considering filing a Formal Complaint with your insurance company. If you are extremely upset and considering legal action, state that as well.
Give three copies of this letter with your signature to the Patient Advocate. Keep a copy for your records. When you give the letter to the Patient Advocate, reiterate your concerns verbally.
4) FOLLOW THROUGH: If no action takes place, follow through with your intentions. Draft a formal letter to the insurance company, outlining your experience. Be as accurate as possible in your descriptions and include as many names, dates, and times as possible. Call your insurance company and ask where formal complaints can be sent. They will provide you with an address or an extension for someone to speak to. Make sure to send a copy to the doctor or hospital’s attention.
If you follow through with your intentions, you could be saving yourself or someone else from having to go through a similar experience again!
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