Clinical Crossroads
May 23/30, 2001

A 58-Year-Old Woman Dissatisfied With Her Care

Author Affiliations

Author Affiliation: Dr Daley is Director, Center for Health Systems Design and Evaluation, Institute for Health Policy, Department of Medicine, Massachusetts General Hospital/Partners HealthCare System, and Associate Professor of Medicine, Harvard Medical School, Boston, Mass (e-mail:


Clinical Crossroads Section Editor: Margaret A. Winker, MD, Deputy Editor.

JAMA. 2001;285(20):2629-2635. doi:10.1001/jama.285.20.2629

DR AUDET: Ms G is a 58-year-old woman dissatisfied with the care she received during ambulatory, same-day knee surgery. She is widowed and the mother of 3 children. She has managed care insurance.

After surgery, Ms G related several concerns about her care to her primary care physician (Dr B), her orthopedist, and the hospital administrator, including disregard for her values and decisions about her preferred anesthetic agent, failure of clinicians to heed comments about the frailties of her veins resulting in unnecessary pain, and lack of attention by staff in the recovery room area.

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