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Broadening the lens

Rethinking the “Patient Complaint” Process

Julie Drury
Nov 27, 2018 · 8 min read


The Patient Experience

Melissa became a patient advocate after an experience with her then toddler son who experienced a medication error that nearly ended his life. Melissa was clearly upset, perhaps even distraught, her pediatric hospital supported her in being involved in addressing this adverse event together and advising on change toward a patient engaged safety culture. In her words, she was “given a voice to provide constructive input on preventing medical errors.” Melissa is now a patient safety ambassador for her hospital and an active parent advisor. She regularly speaks about her experiences.


Julie Drury

Passionate about the patient and family experience in…

Julie Drury

Written by

Passionate about the patient and family experience in health. Patient engagement. Care Coordination. Complex Care. Rare Disease. Patient Safety…and more

Julie Drury

Passionate about the patient and family experience in health. Patient engagement. Care Coordination. Complex Care. Rare Disease. Patient Safety. Caregiver Support. Communication…and more.

Julie Drury

Written by

Passionate about the patient and family experience in health. Patient engagement. Care Coordination. Complex Care. Rare Disease. Patient Safety…and more

Julie Drury

Passionate about the patient and family experience in health. Patient engagement. Care Coordination. Complex Care. Rare Disease. Patient Safety. Caregiver Support. Communication…and more.

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