Scenario 1: Lack of Communication with Caregivers
Use this section for letters about failure to consult or receive relevant collateral information from family caregivers.
Emergency Room Complaint Tool Kit
Sample Complaint Letters for ER Experiences
For caregiver Moms who have had a bad experience while accompanying a Loved One living with severe mental illness to a Nova Scotia emergency room.
Introduction to Emergency Room Complaint Letters
The involvement of family caregivers in serious mental illness treatment has been shown to improve clinical outcomes, yet healthcare professionals frequently fail to consult families. A survey by the Family Alliance on Severe Mental Illness found that 80% of Canadian family caregivers felt that communication between caregivers and physicians was inadequate.
We hope that these sample and template letters will help caregivers document details, describe clinical failures, and ask direct questions regarding the three most common ER complaint scenarios:
- Lack of communication with caregivers in general
- Inappropriate discharge from the ER
- Premature discharge from in-patient care
Key Strategies for Effective Complaints
Healthcare services will only improve when caregivers speak up. While complaining can feel overwhelming or raise fears of future poor treatment, firm and respectful complaints actually encourage clinicians to make better decisions and communicate more appropriately with family caregivers.
Be Fact-Based, Not Emotional
Avoid venting anger, which clinicians may dismiss as an “emotional outburst.” Base your complaint on objective facts.
Track Emergency Room Details
If you accompany a loved one to the emergency room, note:
- Your concerns and those of your relative
- Arrival date and time
- Names of the nurses and doctors involved
- Times of assessments or conversations with staff
- Time of discharge and any instructions given
See the NSMoms.ca ER Crisis Ready Pamphlet: https://nsmoms.ca/ER/index.html
Ask Questions Rather Than Making Accusations
Pose difficult questions, such as “Why was it not deemed important to discuss symptoms with us before discharge?” or “Did my loved one meet involuntary admission criteria?” This prompts reflection and highlights potential professional accountability.
Set Deadlines and Signal Your Next Step
Request a written response or meeting within a reasonable timeframe, such as a few days to a week. Clearly state your next step if ignored, such as taking your complaint to the Chief of Staff, the hospital CEO, a professional college, such as the College of Physicians and Surgeons, or the media.
Choose the Right Format
While email is convenient, a formal letter is harder to ignore. If previously ignored, use registered mail to signal serious intent.
Summary Checklist
- Gather and use as many relevant facts and specific details as possible.
- Avoid emotion and remain calm but firm.
- Ask for a reply or meeting within a clear, reasonable timeframe.
- Escalate “up the line” to higher authorities or professional colleges if you are ignored or dissatisfied.
- Hold services accountable to drive necessary systemic change.
Complaint Letter Scenarios
Sample letters and fill-in-the-blank templates will be added below for the three common complaint situations.
Scenario 2: Inappropriate Discharge from the ER
Use this section for letters about unsafe discharge decisions, inadequate assessment, or failure to consider caregiver safety concerns.
Scenario 3: Inappropriate Discharge from Inpatient Care
Use this section for letters about discharge from hospital before the family believes the patient is safe or stable enough to return home or to the community.
Acknowledgement
NSMoms gratefully acknowledge Dr. Richard O'Reilly for his thoughtful advice and assistance in reviewing and refining the emergency room complaint scenarios included in this Toolkit. His insights into effective communication and complaint processes have been greatly appreciated.
These materials have also benefited from the experience, ideas, and suggestions of many caregiver families and other contributors who have generously shared their knowledge to help improve mental health care for all.