The ER Complaint Tool Kit
Coming Soon: The ER Complaint Tool Kit will help family caregivers turn emergency room failures into powerful, constructive advocacy.
Your Voice Can Change Care
At NSMoms, we hear from countless families about emergency room failures involving loved ones living with serious mental illness. While research shows that involving family caregivers dramatically improves clinical outcomes, healthcare professionals frequently fail to consult them.
Healthcare services will only improve when we speak up. Complaining can feel overwhelming, and it is natural to fear future poor treatment — but firm, respectful complaints actually encourage clinicians to make better decisions and communicate more appropriately.
What’s Inside the Tool Kit
We are developing pre-written, sample letters to help you document your concerns, demand explanations, and drive systemic change. The upcoming ER Complaint Tool Kit covers three distinct emergency room scenarios and includes instructions, completed examples, and fill-in-the-blank templates for three levels of escalation.
The tool kit is designed to help you:
- Stick to the Facts: Gather and present specific, relevant details.
- Stay Calm & Firm: Remove emotion to ensure your message is taken seriously.
- Set Timelines: Request a formal reply or meeting within a clear, reasonable timeframe.
- Escalate Effectively: Move your complaint “up the line” to higher authorities or professional colleges if you are ignored.
- Demand Accountability: Hold healthcare services responsible to force necessary improvements.