HospitalInspections.org

Based on document review and interview, the hospital failed to provide a written notice of its determination regarding a grievance for one (1) of five (5) sampled patients who filed grievances (Patient #3G).

Finding:

The MaineGeneral Medical Center "Patient Complaints and Grievances" Policy, revised and dated 10/2019, stated, " Upon resolution (when patient is satisfied or the hospital has taken appropriate actions on the patient's behalf) the complainant will be notified in writing of the steps taken to investigate the grievance, the results of the investigation, the date the investigation was completed, the name of the hospital and contact person. If a patient declines to have a written follow-up letter sent, this will be noted in the resolution note."

On 1/7/2021 at 9:43 AM, the hospital received a grievance involving Patient #3G. The Complaint Summary Report" indicated resolution occurred on 1/14/2021 at 9:45 AM. This report indicated the facility provided the patient's representative with a verbal response to the grievance, which was accepted. Documentation indicated the patient's representative response during this conversation was, "...when asked if he need [sic] a formal letter with the discussion, he said that would not be necessary, so non [sic] will be sent."

An interview on 10/27/2021 at 3:00 PM, with the Director of Quality and Safety ("Director") was conducted. The Director reported Patient #3G's representative did not wish to have a resolution letter provided and that information was documented in the Complaint Summary Report. The Director confirmed the hospital's policy did not reflect the requirements in the Condition of Participation and the hospital failed to provide a written notice of its determination regarding the grievance that contained the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion.