Forum: Why unhappy patients should lodge complaints only through proper channels

The case of a woman who made a series of Facebook posts alleging that she had been mistreated while warded at Tan Tock Seng Hospital went viral this week (

TTSH doc named in patient’s police report about alleged mistreatment was not involved, says hospital

, Oct 23).

There are some reasons why patients should not voice their grievances against their doctors or medical institutions on social media.

First, the patients involved will not receive an open reply from the doctor or medical institution involved. They are bound by patient privacy and confidentiality regulations and cannot openly disclose any patient information, unless the patient involved gives explicit consent.

Second, when patients disclose their complaint to the public, they are also disclosing their own medical information to the public. Their own medical history, investigation results, diagnosis, medications, doctor and hospital identity will be exposed.

Third, the patient’s case will be judged by the public, who may or may not agree with the patient’s own impression. With only a one-sided story from the patient, it is impossible for the public to form any reasonable conclusion.

Lastly, there are legal consequences. If there are untruths or inaccuracies in the public complaints, the patient could be sued for defamation. The patient could also be charged under the Protection from Harassment Act. 

There are sufficient avenues for patients to voice their dissatisfaction. They can lodge a complaint with the institution’s CEO, the health cluster’s CEO, or even the Ministry of Health.

If they are still dissatisfied, they can also make a criminal complaint or file a civil suit against the doctors or institutions.

I urge any unhappy patient to lodge the complaints via proper channels so as to obtain a better and more formal answer.

Dr Desmond Wai