The father of a close friend of mine had cheerfully gone to visit his twin brother in southern Sweden. There he fell ill and was admitted to a hospital. After a few days, he was flown to his hometown for continued care. There he was cared for a few days at a regional hospital before he was transferred to a geriatric department at a hospital run by a private healthcare provider. The move happened at short notice. He was cared for 12 days at the private geriatric department. Then he was sent by ambulance back to the regional hospital where he died upon arrival at the emergency room.

Administrative procedures

Now we come to the administrative procedures. The invoice from the hospital in southern Sweden took a long time to arrive. From the public hospital in his hometown, the invoice came 12 days after the end of care and with a 30-day net payment. The private unit sent an invoice only with a 30-day net period days after the end of care. Three days later, a demand letter from a debt collection company addressed to the father's estate arrived stating that they had taken over the monitoring of the claims in the father's estate. Suddenly, the invoice was to be paid immediately.

Anyone who has ever lost a close relative knows that it is a difficult period. When it comes suddenly, one is completely unprepared and has not had time to deal with all the practical things that must be arranged. It is not uncomplicated to gain access to accounts via the bank etc. If you, like me, have five siblings, it can take time to get powers of attorney.
Both I and the relatives take offense at the tasteless handling in such a sensitive matter and especially as they very well know what has happened. Most instances, authorities and other companies I have spoken to in connection with a close relative's death have at least the decency to express their condolences, both verbally and in confirmation letters on various cancellations of subscriptions. Patients and relatives must be treated with respect and dignity.

My friend writes

- "As far as the care at the institution is concerned, I do not know what to think. Yes, it was clean and fresh with nice staff, but it was also there he contracted a complication that led to his death. Whether that complication could have been prevented or cured, I cannot say. I am more dubious about the care environment at the public hospital. A lot of staff, never the same contact person, messy wards and corridors cannot lead to safe and good care in my eyes. But that's another story".

Other examples

Other examples are municipalities that have inhumane demands, for example in connection with relocation and move-out cleaning after a death. Here, the experience of a "care factory" can become apparent. Mistakes have also occurred as a result of this where the hearse has not yet managed to pick up the deceased when the apartment is shown. Handling of compensation when the activity has ruined clothes in the laundry is another area that can create mistrust.

Reflection – Administrative procedures
Caring staff
• Have you received complaints about administrative procedures at the unit?
• Do you feel that the administrative procedures work well for the resident?
• Do you have secure procedures for handling the resident's belongings, money or other valuables?

Manager, nurse, occupational therapist and physiotherapist:
• What do you do to ensure that the administrative procedures also align with your values?
• What do the administrative procedures look like towards the residents/relatives at your place?

Resident and relatives:
• Do you feel that the administrative procedures and requirements work well?

Erland Olsson
Specialist nurse
Sofrosyne - Better care every day