Are you dissatisfied with the service you receive at the hospital? Let's find out who the 'Ombudsman' is!

None of us like to get sick. But when we are sick and sad, the only help we have is a hospital and a doctor. But sometimes, when we go to a hospital, we may feel a little unhappy and bitter about the service we receive and the way we are treated. Maybe the doctor did not explain everything properly, or a word from a staff member may hurt our feelings. At times like these, you may have thought, "Oh my God, who am I going to tell this to?" At such times, we are going to talk about a special person who will take your side and listen to your problems.

Who exactly is an 'Ombudsman'?

The word 'Ombudsman' (pronounced OM-buds-man) may sound a little strange to you. It's actually a Swedish word, meaning "representative." Back in the 1800s, Sweden had a special person appointed to look into complaints against the government. That's what they called the 'Ombudsman'.

Over time, this concept has become much more widespread. Today, not only government institutions, but also large companies, universities, and especially hospitals have such officers. Simply put, an 'Ombudsman' in a hospital is someone who acts as a bridge between you, the patient, and the hospital administration. If you have a problem, complaint, or dissatisfaction with the hospital service, this is the person who listens to it, investigates it, and tries to provide a solution.

In some hospitals in Sri Lanka, this position may be called by other names. For example:

• Patient Relations Officer
• Patient Advocate
• Customer Care Officer

Whatever they're called, their primary job is to listen to your concerns at the hospital and advocate for you.

What kind of issues can this officer be contacted about?

"So you can complain about every little thing?" you might be thinking. In fact, you have the right to talk about anything that affects your treatment or hospital experience. The table below will give you a good idea of ​​this.

Why do we talk to someone like this without asking the doctor or nurse directly?

This is a very good question. Most of the time, the small questions we have can be solved by asking the relevant doctor or nurse. Imagine, you have a small doubt in your mind about how to take a medicine that was given to you. You can ask the nurse again right away and clarify it. That is the best and quickest way.

However, there are some cases where it is difficult to resolve the issue by talking directly.

1. When you don't get a satisfactory answer: If you ask a question and are not satisfied with the answer you get, or if you feel that no one is listening to your question properly, the next step is to talk to an 'Ombudsman'.

2. When you feel uncomfortable speaking directly: Imagine, you feel that a staff member is deliberately treating you differently. At such a time, you may feel afraid or uncomfortable to speak directly to that person about it. In such a situation, an 'Ombudsman' can intervene as a neutral party.

How do we find an 'Ombudsman' in a hospital?

This method can be implemented with minor modifications in the Sri Lankan healthcare system, especially in private and government hospitals.

• Private Hospitals: Most large private hospitals have a dedicated department for this. You can ask at the hospital reception desk where the "Patient Relations Officer" or "Customer Care" department is located. The phone number or contact details of this officer may be listed on the leaflets you are given when you enter the hospital.
• Government Hospitals: Government hospitals may not always have a designated 'Ombudsman'. But there is definitely a mechanism for lodging complaints. You can follow these steps:

1. First, talk to the Matron/Head Nurse of the ward you are in. Many issues can be resolved at that level.

2. If no solution is found there, you can go to the hospital's Administrative Office and explain the situation.

3. If the problem is more serious, a written complaint can be submitted to the Hospital Director .

However, if you have a problem, don't be afraid to talk about it. Ask what ways you can get help.

What happens when you file a complaint?

After you meet with an 'Ombudsman' and tell him your problem, this is what usually happens:

1. Listen to you carefully: First, the officer will listen to you fully, without interruption. They will try to understand your perspective on the situation.

2. Obtaining permission to investigate: Next, we will obtain your consent to investigate this incident further.

3. Gathering information: Next, they will talk to the doctors, nurses, or other staff members involved in your complaint and get information from them. If necessary, they may even check your medical records.

4. Informing you: After gathering all the information in this way, the officer will call you back to explain what they found and what your options are. They may even be able to bring both parties together and help resolve the issue through discussion.

5. Keeping records for the future: The most important thing is that all these complaints are reported to the hospital administration without mentioning your name or village . For example, they create summary reports like "5 complaints received regarding communication problems this month."

What happens? The hospital leadership understands where they need to improve. That means that by talking about your problem, you will not only get a solution, but it will also help prevent another patient from having the same problem in the future.

What kind of information should we give them?

When you're going to make a complaint, it's a good idea to be prepared to provide as much detail as possible. It's easier if you remember these things:

• Date and time of the incident: Remember exactly if possible.
• Names of relevant people: If you know the name of the doctor or nurse who spoke to you, it is worth mentioning.
• Be clear about what happened: Be specific about what happened, word for word. It's more effective to be specific, such as "When I told you about the pain, they said, 'That's how it is for everyone'," rather than "He called me out on it."
• Are you speaking on behalf of someone else?: If you are speaking on behalf of someone else, such as your mother or father, you will need to provide details such as the patient's name and date of birth. Also, the officer will need to get permission from the patient to discuss the patient's medical information with you.
• The solution you're hoping for: If you have an idea of ​​what you want, like "I want them to apologize to me" or "I want an explanation about my report," say that too.

Also, if there were any good things that happened during your experience, don't forget to mention them. Whether it's a nurse who helped you a lot and spoke kindly to you, or a doctor who explained everything well, it helps the hospital administration appreciate their good employees and increase those good things.