We have all had occasion to be dissatisfied with a turn of events. The waitress may be too slow, the car is not repaired properly or the dry cleaning comes back without your favorite shirt. The trick to getting these circumstances fixed is to make your concerns known clearly and to the correct person.
The first thing you need to do is to get your facts as straight as possible. Verify what your relative is telling your happened (or didn’t happen when it should) as much as possible. Get as much information first hand as you can. If you are working on what you have been told, be sure to convey that to the person you hope to help you. “My relative tells me… how can we verify if this is real and how can we resolve the issue”?
After you get your information together, ask to speak to the right person. Start with the person you think may be responsible to your relative in the circumstance. This would be the nurse assigned to care for your relative that shift, the contractor responsible for the work with the concern or whoever may be identified by your relative as the problem. State your case clearly with as little emotion as possible. If there seems to be an emergency be sure you think that there is a danger of a poor outcome right now. Relate what happened as best as you know and how you think that things may be fixed. Remember to avoid accusing language, the person probably did not intentionally do something wrong. It is also possible that you don’t have all of the facts. This conversation needs to be a give and take, state your case and listen to the reply.
If the first person doesn’t respond to your concern (ignores you or dismisses you) ask to speak to their supervisor. Continue to rise through the chain of command until someone listens to your concerns. Most of the time, you will be able to resolve issues at the first or second level in the chain of command.
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