I'm so sorry you had such a horrible experience especially having the pain and discomfort this injury caused. The only way to address the shortfalls in service, is to file a complaint with the hospital administration. That being said, I highly recommend you start with the Director of Nursing Services, who can be contacted through the main phone number at the hospital, then ask for the Director of Nursing. The Director or Nursing (DNS) is most often the individual responsible for patient care services and customer service is a very important element in direct patient care. He/she will investigate your concerns with the leadership in the ED and if you want a response back from the DNS, make sure you ask for a follow up phone call. As a registered nurse for >47 years, I can tell you that the kind of behavior you described is NOT tolerated in the healthcare arena anymore because dissatisfied patients/family members affect the bottom line, ie the $$$ rolling in. Furthermore, it becomes a reality check for the clerical and nursing staff, in that they learn how their behavior and lack of concern affected the patient and their experiences. I've received patient complaints about how I interacted with a patient in the past and it affected me greatly, because I truly am/was concerned about my care. It also gave me the opportunity to examine how I speak and act towards those patients under my care. Your observations are very important and should be communicated so that the nursing staff can examine what went wrong and how to fix. This will also include corrective action on the physician. Hope this is helpful to you and you recover from the ACL tear!
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