White Coat, Black Art How to make a health-care complaint and get results
Nov 7, 2025
Join Dr. Rob Robson, an emergency physician and patient safety expert, as he shares crucial insights on raising healthcare complaints effectively. Dr. Robson discusses common obstacles patients face, including defensiveness from hospitals and difficulties in reporting unprofessional behavior. He emphasizes the importance of persistence, suggests strategies like recording conversations, and highlights the value of direct communication. Plus, learn how to navigate the complexities of mental health complaints and the vital role of emotional support in the complaint process.
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What Complainants Really Want
- Patients mainly want to know what happened, assurance it won't recur, and an apology where possible.
- Dr. Rob Robson emphasizes these three needs as the core drivers behind most complaints.
Find Complaint Contacts Immediately
- Look for clear signage or contact info in hospital rooms so you know how to complain right away.
- If unresolved, ask which regulatory body handles complaints about doctors, nurses, or pharmacists.
Institutions Often Defend Themselves First
- Complaint systems often prioritize managing institutional risk over addressing patient concerns.
- That defensive posture rebuffs complainants and blocks meaningful resolution, Rob says.
