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This article concerns the treatment of patients’ rights cases in French-speaking Belgian hospitals by the “mediator”, that is, the person who has the legal duty of dealing with grievances arising from the application of this right of complaint. What happens to a patient’s complaint? This is the question that this article attempts to answer through a report on the “local” organization of mediation services within the hospital. It thus clarifies the links and divergences between the formal discourses accompanying the implementation of the mediation function in health care on the one hand, and, on the other hand, the actual practices of mediation determined by the work of mediators in the hospital.