It all begins with a plaintive complaint.

I don’t know who to send it to – my long-winded grievance – so I find the website of the hospital where my mom is recovering from unexpected surgery. On the long 9-hour ride back home from visiting her, I locate a blank “your concerns” form.

With one succinct sentence (“I am unhappy with the lack of support and communication during my mom’s stay”), the surprise transpires. Continue reading →