How do I write a letter of complaint to file a grievance with a healthcare facility?
Any complaint made to the ombudsperson or patient advocate office of a healthcare facility should be made in writing. A complaint letter should include a clear and detailed picture of what happened, who was involved, how you or your loved one were affected by what happened, and what steps you would like to see taken to fix the issue.
Helpful recommendations for what to include in your complaint letter are listed below.
Basic Information
Be sure to list basic information at the top of your letter, including:
- The current date
- Your name
- Your contact information
- The name of the person to whom you are submitting a complaint (if you know it)
If you don’t know the name of the person who will be reading the complaint, consider addressing your letter to “[healthcare facility] Patient Advocate Office.”
Subject Line
Include a subject line at the top of your letter so it’s clear what the letter is about.
Example: Re: Complaint about day treatment service provider.
Introduction
Provide a brief introduction describing what your complaint is about.
Example: I’m writing to submit a formal complaint regarding the treatment my loved one received from healthcare provider [name] in the day treatment program of [healthcare facility].
Complaint
Provide detailed information about what happened. Clearly outline specific details including dates, names, times, and descriptions of what occurred in the order that the events happened.
You should also clearly explain why you believe the treatment was unacceptable and detail what effect the treatment had on you or your loved one’s emotional, physical, and/or financial well-being. This may feel tough to talk about; do your best to summarize this information as concisely and objectively as possible.
To prepare, you may wish to ask yourself questions like:
- How did this experience impact my/my loved one’s immediate physical or psychological safety?
- How did this experience impact my/my loved one’s treatment progress?
- How did this experience impact my/my loved one’s ability to continue with this treatment program?
- What physical or mental health symptoms did I observe in myself/my loved one following this event?
- What am I worried might happen to me, my loved one, or anyone else who receives care from this facility if the concern is not addressed?
If you have already taken steps like speaking with your/your loved one’s treatment provider to resolve the issue, include that information here as well. Be specific about any steps you took to address your concerns before you arrived at the need to file a complaint.
Prepare to include supporting material like text/email transcripts, copies of relevant treatment records, and other documents. Note that some agencies may not accept private health records until that information has been requested.
Calls to Action
Detail what action(s) you think should be taken to resolve your complaint. Request information about what steps will be taken to resolve the concern and how long it will take.
Be clear about any additional steps you plan to take if the matter isn’t resolved, such as elevating the concern to a higher authority.
Ask that your complaint be acknowledged in writing.
Additional Tips
Before you write your complaint, be sure that the changes you’re asking for can reasonably be made by the facility or service provider. If you’re not sure, consider contacting a governing body like the Joint Commission to ask.
Keep good documentation of any communications you have with the Ombudsperson or other facility staff. If you talk over the phone, consider sending a follow-up email describing what you talked about.
For more information on filing a complaint against a healthcare provider or facility, reference the NAMI HelpLine Knowledge Articles below.