Rule 1.   Know your patient rights - before you file your complaint       We believe that you should familiarize yourself with your hospital's patient rights policy before you file your complaint. You can then cite the patient right that applies to your particular complaint, should you choose to do so. (for specific patient rights, see "Know Your Patient Rights - Before You File Your Complaint")         Rule 2.   Be pro-active and persistent when pursuing hospital complaints     Many patients are reluctant to complain because they fear "retaliation" by hospital employees. This is unfortunate. Hospitals want to maintain a positive reputation, and avoid potential negative publicity. More importantly, it is your health that's at stake - far better to be pro-active and persistent as a means of getting action for you or your loved one, than it is to be passive and never get the complaint properly addressed.           Rule 3.   Act quickly - don't delay       Delaying the filing of your complaint is a mistake. File the complaint when the information is still fresh in your mind.           Rule 4.   Be thorough, and clearly state the facts. Be tactful       Explain your complaint thoroughly - what exactly is the complaint, who was involved, what are the time frames. Whether you are writing or speaking, state the facts in clear, understandable terms. Also, be tactful.           Rule 5.   Start your complaint process directly with the hospital       We encourage patients to first file their complaints directly with the hospital. We believe that it is best to resolve your complaint locally, if possible. (see "Filing Hospital Complaints-Quality of Care Issues" or "Filing Hospital Complaints-Billing Issues").           Rule 6.   File your complaint with external organizations, if necessary       If you get no resolution after filing your complaint directly with the hospital, we suggest promptly filing your complaint with one or more external organizations (see "Filing Hospital Complaints-Quality of Care Issues" or "Filing Hospital Complaints - Billing Issues").