Charles Kinch spent more than four years raising concerns within the B.C. health system after his wife, Leslie Kissel, passed away due to advanced uterine cancer in December 2020 at the age of 70. He expressed dissatisfaction with the handling of her diagnosis and treatment by B.C. Cancer, the provincial body responsible for cancer care. Despite the irreparable loss of his wife, Kinch’s goal in lodging the complaint was to drive systemic improvements to ensure better treatment and outcomes for future patients.
Dr. Rob Robson, an emergency department physician and healthcare mediator in Dundas, Ont., emphasized the importance of promptly initiating a complaint to maintain clear recollections. While immediate action may not always be feasible, especially in cases involving bereavement, Robson highlighted the significance of thorough documentation detailing the treatment process. Patients are entitled to access their medical records or request copies for a fee, enabling them to substantiate their complaints effectively.
To enhance the effectiveness of complaints, Robson stressed the need to communicate with the correct personnel and focus on factual details. He advised patients to persist in seeking resolution and escalate complaints to higher authorities if necessary. Additionally, Robson underscored the importance of healthcare organizations facilitating the complaint process by ensuring clear communication channels and responsive handling of concerns.
Keith Dury from Moncton, N.B., shared his experience of facing unprofessional behavior during a hospital visit and subsequently filing a complaint. Despite lodging the complaint with the hospital’s patient relations office, Dury encountered delays in receiving a response. Robson emphasized the need for patients to persist with their complaints and seek redress from regulatory bodies if necessary, advocating for accountability and transparency in addressing patient concerns.
By raising complaints and demanding accountability, individuals like Kinch and Dury have played pivotal roles in prompting systemic changes within healthcare organizations. Robson emphasized that understanding and acknowledging failures are crucial for driving improvements in patient care and organizational practices. He urged healthcare providers to value patient feedback and leverage complaints as opportunities to enhance care delivery.