How to Raise Concerns or Complaints About Care
Sometimes, donors or patients are unhappy with how they were treated or worry that something unsafe happened. Speaking up is important for your own protection and for improving the system.
When you should consider raising a concern
You might want to speak up if you:
· Felt your rights as a donor were not respected (for example, you felt pressured to donate, your privacy was not protected, or you could not withdraw freely).
· As a patient or family member, felt that risks were not explained, consent was not properly taken, or your questions were dismissed.
· Noticed unsafe practices, such as:
o Re‑use of needles or equipment.
o Lack of proper labeling or bedside checks.
o Staff ignoring clear signs of a reaction.
· Experienced discrimination or rude behaviour based on gender, religion, ethnicity, or economic status.
1. Speak to the immediate staff
o For donors: talk to the nurse, doctor or session in‑charge at the blood bank.
o For patients: speak to the ward nurse, treating doctor or duty in‑charge.
o Calmly explain what happened and how it made you feel.
2. Ask to speak to a senior person
o If the issue is serious or not resolved, request to speak to:
§ The blood bank medical officer or supervisor.
§ The ward in‑charge or hospital administrator.
o Many hospitals have a patient relations or complaints desk.
3. Use written or digital feedback channels
o Many institutions have feedback forms, email addresses or phone numbers for complaints.
o Clearly describe:
§ Date and time.
§ Place (blood bank, ward, etc.).
§ Names or roles of people involved (if you know them).
§ What happened and what you are worried about.
o Keep copies or screenshots of what you submit.
4. Use RedLife reporting features (if available)
o If the problem involved behaviour within the app (demands for payment, harassment, misinformation), use in‑app reporting tools or contact support.
o The team can investigate, warn or block users, and work with authorities or blood banks if needed.
When you raise a concern, you should expect:
· To be treated respectfully, not punished or threatened.
· To have your concern taken seriously and investigated where appropriate.
· To receive some form of response or explanation once the issue has been reviewed (although details may be limited to protect other people’s privacy).
Not every complaint leads to big changes, but many small reports together help services see patterns and improve training, processes and communication.