Response to a Complaint: Healthcare Analysis Report - University

This report provides a detailed response to a patient's complaint, addressing various issues raised regarding patient care at a hospital. The response acknowledges some of the concerns, such as the lack of information provided to patients upon discharge and the hospital's responsibility for the loss of the patient's dentures, offering solutions such as sponsoring the patient for new dentures and improving drug packaging. The response also addresses the nurse's abandonment of the patient, promising investigation and corrective action. The report emphasizes the hospital's commitment to ethical behavior, patient respect, and learning from mistakes, while also highlighting the hospital's willingness to rectify errors and improve services. The report also discusses areas beyond the hospital's immediate control and seeks to reassure the patient of the hospital's commitment to improving the quality of care. The response includes a promise to punish unethical behavior, rectify reported errors, and continue learning from mistakes to improve patient care.

RESPONSE TO COMPLAINT
(Student Name)
(Course No.)
(Lecturer)
(University)
(Date)

The Dimitri Family,
George Dimitri,
May 9, 2018
Ms. R Smith
General Manager
Whitestown Hospital
Whitetown.
Ref: Response to your Complaint
It is with deep regret that I receive your complaint. I concur with some of the issues raise
in the complaint as substantial whilst I differ with others and shall outlay my reasons why. I
admit that the hospital must ensure proper and maximum quality patient care.
Some of the issues you raise in the complaint are substantiated. First, I would like to
make it clear that our facility tries to provide as much patient information as possible whenever
patients are discharged or whenever they are referred to other facilities for further treatment. I
appreciate the fact that you have chosen to raise the issue. I understand dentistry not being
covered by Medicare can be unfair especially because our facility bears the responsibility for the
loss of the patient’s dentures. However, with due process the hospital is willing to sponsor the
patient in acquiring new dentures. Issuing the medication in one big bag can indeed be
confusing. However, I believe the nurse did not combine the old and the new drugs with the sole
intention of confusing the patient. However, your case will help us in developing new procedures
for packaging drugs to prevent future cases of confusion. We will place a label on the drugs
containing the date and dose for how the patient must use them.

Abandonment of the patient is unacceptable no matter the circumstances. Therefore, the
nurse was wrong to abandon the patient to make a call. I will investigate the matter in its entirety
and take the correct action. Some of the issues raised in the complaint are beyond our control.
Nevertheless, we apologize for the treatment of Ms. Dimitri and assure you that our hospital does
not condone lousy behavior from the nurses, and neither do we excuse the poor treatment of our
clients. We highly respect our patients, and none of the actions you mention above could have
been committed out of the conscious will.
As rightfully mention, Ms. Dimitri feared to communicate with the nurses whenever she
needed help and hence it would naturally be hard for nurses to come to her aid without her
indication of the need for help. We are convinced that some of the complaints you raise are
substantial and merit a proper apology. We do not reserve the absolute right to offer recourse to
Ms. Dimitri but be rest assured that we will do all that is in my power to reach out to the
management that can take corrective action. Your letter is not only beneficial for this case, but it
will also offer direction for future courses of action.
The management is determined to do all it takes to turn these fortunes round. All we are
asking for is one last chance. Do not tire in investing your faith in our institution. We assure you
that we will do all in our power to make things right for the health of Ms. Dimitri. All nurses and
physicians practicing unethical behaviors will be punished with immediate effect, and such
conduct will not be condoned. We assure you that you do not have to go to any other hospital
because we can rectify every single error that you have reported. We do not ask that you
overlook that single issue. However, we beg that you juxtapose it against the entire history of the
hospital.

We believe in everything that you have said. We do not take any lesson for granted.
Moreover, we will reiterate the same thing we noted before. Our company has a record of
accomplishment of learning from our mistakes and putting all our lessons into practice,
evidenced by the incidence of similarity index. Kindly forgive our insistence and persistence to
have you back. We are just remorseful about the mistake, we have learned from them, and we are
eager to work things out.