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There was a recent thread on whether it was worthwhile to complain about a program to ACGME. I had entertained that same question last summer shortly after my graduation from my residency program. On the last day of my residency, I was advised that a comment would be included in my summative evaluation based on a negative comment in an evaluation submitted in the last 3-4 months of residency. I had not gotten any feedback from this attending regarding this evaluation and even the content of her particular evaluation was in dispute and was based not on direct observations of me but rather on hearsay and inaccurate information. I never got a chance to discuss this evaluation with this attending and to present my side of the story. Initially, I tried to get answers through my residency program but they just stonewalled and did not answer my questions or address my concerns. Weeks would go by without responses to my inquiries.
After three months of wasting my time in my futile pursuit of answers from my residency program, I contacted ACGME resident services in late September, 2011. I encountered similar problems with the ACGME in that I would not get a response to my initial email to them for weeks. Finally on October 27, 2011. I got an email from Amy Dunlap at ACGME resident services that read in part as follows:
After another delay of two months of not getting updates on the progress of my concern or getting my follow-up emails ignored and otherwise rude and unprofessional conduct of ACGME staff members, I emailed Dr. Thomas Nasca, the CEO at ACGME to complain of this and did not get a response. I finally called Dr. Nasca's office and spoke to his assistant who was rather arrogant and seemed dismissive of my concerns. The next day, I was contacted by the ACGME attorney, Douglas R. Carlson. On December 16, 2011, Douglas R. Carlson wrote in an email attachment:
I was not satisfied with Mr. Carlson's response on behalf of the ACGME and sent a follow-up email reminding Mr. Carlson of Ms. Dunlap's previous email in which she recommended that I pursue a concern process because I was more likely to get answers to my questions or concerns that way rather than through a formal complaint process in which the communications with the institution or GME program would be kept confidential. I asked him if my former residency program had provided those answers and to share what he had learned from ACGME's supposedly informal communication with my former residency program. I also asked him to provide proof that ACGME had indeed contacted my former residency program and had received a response rather than me just accepting his unsubstantiated assertions.
On December 19, 2011, I received the following email from Douglas Carlson:
I sent further emails to Mr. Carlson and Dr. Thomas Nasca, CEO of the ACGME, to get them to address my questions and concerns as the ACGME had indicated they would try to do in my communications with Amy Dunlap. I specifically wanted them to address the discrepancy between Mr. Carlson's claim that all communications between the ACGME and the residency program would be kept confidential and Ms. Dunlaps' statement that only in the case of formal complaints rather than concerns would the communications between the ACGME and the residency program be confidential. Mr. Carlson and Dr. Nasca have apparently decided to ignore my emails and have not provided any responses to what I believe to be very legitimate questions.
Has anyone else gotten this kind of arrogant, dishonest, dismissive, and rude treatment from the ACGME? On the flip side, has any resident ever found the ACGME's resident services to be helpful to them in any way?
After three months of wasting my time in my futile pursuit of answers from my residency program, I contacted ACGME resident services in late September, 2011. I encountered similar problems with the ACGME in that I would not get a response to my initial email to them for weeks. Finally on October 27, 2011. I got an email from Amy Dunlap at ACGME resident services that read in part as follows:
Even if I were to address your specific evaluation in the complaint letter and received a response from the program with answers to all of your questions, I could not share them with you. Complaints are confidential. You would only be privy to knowing whether or not the accreditation was affected (since that is the only thing that can be affected using the complaint process). What I am trying to tell you is that there is more possibility for me to get you the answers you seek by proceeding with a concern. There is no guarantee, but there is more possibility. If I address it as a complaint, there is no chance you will get these questions answered. If your goal is to prevent this from happening to another resident, I think that the concern process would also be quite useful. It lets the program know that they are on our radar and that we expect fair processes to be in place. It also asks that they truly investigate their own processes and exam how things are being done. In summary, I think you have a better chance of getting your goals addressed by using the concern process.
Amy Dunlap
Resident Services Associate
After another delay of two months of not getting updates on the progress of my concern or getting my follow-up emails ignored and otherwise rude and unprofessional conduct of ACGME staff members, I emailed Dr. Thomas Nasca, the CEO at ACGME to complain of this and did not get a response. I finally called Dr. Nasca's office and spoke to his assistant who was rather arrogant and seemed dismissive of my concerns. The next day, I was contacted by the ACGME attorney, Douglas R. Carlson. On December 16, 2011, Douglas R. Carlson wrote in an email attachment:
As ACGME has previously informed you, you have an individual dispute with your former residency program, and ACGME does not adjudicate individual disputes between resident physicians and programs. You have previously acknowledged that ACGME cannot force the program to remove a comment from your final summative evaluation. However, we have made inquiry of the program relating to your communications to us in an informal manner that does not implicate the accreditation process. We call this an inquiry relating to your concern that you brought to our attention. ACGME has received a response to our inquiry which provides the institutional and program perspective on your concern. The institution and program remain confident in the appropriateness of their actions relating to you. We understand that this is not the resolution that you desire, but it does end our concern process.
I was not satisfied with Mr. Carlson's response on behalf of the ACGME and sent a follow-up email reminding Mr. Carlson of Ms. Dunlap's previous email in which she recommended that I pursue a concern process because I was more likely to get answers to my questions or concerns that way rather than through a formal complaint process in which the communications with the institution or GME program would be kept confidential. I asked him if my former residency program had provided those answers and to share what he had learned from ACGME's supposedly informal communication with my former residency program. I also asked him to provide proof that ACGME had indeed contacted my former residency program and had received a response rather than me just accepting his unsubstantiated assertions.
On December 19, 2011, I received the following email from Douglas Carlson:
From: "Carlson, Doug" <[email protected]>
Date: Mon, 19 Dec 2011 00:21:54 -0600
Subject: RE: ACGME
To:
Contrary to your email, my email consists of statements, not allegations.
As is the norm among educational accrediting agencies, ACGME maintains the entire submission from the program as confidential.
Doug Carlson
I sent further emails to Mr. Carlson and Dr. Thomas Nasca, CEO of the ACGME, to get them to address my questions and concerns as the ACGME had indicated they would try to do in my communications with Amy Dunlap. I specifically wanted them to address the discrepancy between Mr. Carlson's claim that all communications between the ACGME and the residency program would be kept confidential and Ms. Dunlaps' statement that only in the case of formal complaints rather than concerns would the communications between the ACGME and the residency program be confidential. Mr. Carlson and Dr. Nasca have apparently decided to ignore my emails and have not provided any responses to what I believe to be very legitimate questions.
Has anyone else gotten this kind of arrogant, dishonest, dismissive, and rude treatment from the ACGME? On the flip side, has any resident ever found the ACGME's resident services to be helpful to them in any way?
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