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Should I write a response letter?
A little over two months ago I went to a hospital for surgery and had a horrible experience. The staff members were rude, disrespectful, and neglected me. EX: one screamed at me, another refused to help me walk from the bathroom to my bed. I was falling to my knees with my arms reaching to her but she stepped away from me. When I was being discharged, she came to huge me in front of the other staff like she cared. It was disturbing how fake she was.
I reported the incident to the director of grievance, who was present and saw her hugging me. I spoke to her during my 4 day stay at the hospital and during my two months recovery out of the hospital. She seems impassive about it and keeps trying to change the subject. She promised to call me back the next day for a follow-up but she ever does. This has happened twice. I would be patient and wait up to three to four days to call the hospital to speak to her. She doesn’t tell me anything and would sound annoyed through the phone. Her attitude and lack of action has really upset me. I called again over a week ago and spoke with another administer. I told the other woman about the incident and she also told me she would call me back the next day. Just like the first one, she didn’t keep her word. Yesterday, I received a letter from the CEO of the hospital. He apologized for the poor experience I had and said there was nothing they could change. But they said they appreciate my feedback, will investigate the incident, and to wait for their call. They hope I would continue to use their services.
The letter sounds generic. I feel that they were giving me little hints that they don’t want me to call them anymore. But it’s stated in the letter that I should receive a call from the Lab department, since there was complaint involving one of their workers.
Honestly, I feel that their word, promising to call me, is worthless. No one ever calls me. I have to be the one always calling them. I feel that they are ignoring me just like when I was a patient in the hospital. I think they are saying things they believe I want to hear to pacify me. The entire ordeal is causing me a lot of stress. It has made me reluctant to even step foot in their hospital again, although I need to go to one b/c of a preexisting condition I have. I am even weary about seeing any doctor who is associated with this hospital.
Should I write a letter in response to the one they sent me or call them myself? What will they do?
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It sounds they aren't going to do anything. You got a letter from the CEO. The only way to go above CEO is to appeal directly to the board of directors or to your local government.
If you want to continue to pursue this, your next letter is probably best sent to your state's department of Health Services. You may also do some research, or call the a local information line, to find out who to direct complaints about hospital services too in your state government.
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