HospitalInspections.org

Based on review of facility policies, observations and interviews with facility staff, it was determined the Hospital failed to post or provide written instructions informing outpatients and emergency room patients of their right to file a complaint with the State agency. This had the potential to affect all patients admitted through the Emergency Department and the outpatient departments.

Findings include:

The policy titled "Admission of the Patient" included, "19. Instruct the patient regarding patient rights......"

A review of the policy titled "Patient Rights and Responsibilities" included, "11. Know the hospital's process for taking care of his concerns or complaints."

1. During a tour of the Emergency Room (ER) on 9/13/11 at 3:30 PM it was noted that the hospital did not have written information available or posted the toll free State hot line phone number for patients to call to voice grievances.

2. During a tour of the hospital lobby on 9/13/11 at 3:40 PM it was noted the hospital did not have written information or posted the toll free State hot line number for patients to call to voice grievances.

An interview with Employee Identifier (EI) #1 ER Registered Nurse, on 9/13/11 at 3:35 PM, confirmed the toll free State hot line phone number was not posted and no written information was available for patient review.