HospitalInspections.org

Based on record review, staff interview, and review of policy, the facility failed to thoroughly investigate a complaint/grievance concerning the quality of care and/or treatment for Patient (P)1 of the five patients reviewed.

Findings Include:

The Office of Health Care Assurance (OHCA) received a complaint on 06/07/21 about the quality of care and/or treatment for P1.

On 06/30/21 at 10:20 AM, the Administrator (Admin) was asked to provide a list of recent (past 6 months) complaints, grievances received, in progress, and/or investigated by the facility.

On 07/01/21 at 11:23 AM, the list of recent complaints, grievances was reviewed but did not show the complaint, grievance, or investigation for P1.

On 07/02/21 at 09:45 AM, the Assistant Administrator (Asst Admin) revealed that the facility was aware of the complaint for P1 and provided documentation of conversation with the complainant. Asst Admin acknowledged that the complaint had not been completely investigated and that a formal grievance had not been initiated as per facility policy.

A review of facility policy on Long Term Care Grievance/Complaint read Policy, It is the policy of this facility to provide assistance in filing a grievance or complaint. Should one feel that our staff has not provided assistance in the matter, or it is perceived that one is being discriminated against for taking such steps, they are encouraged to report such incidents to the Administrator immediately. Any resident/resident representative, family member, or advocate may file a grievance or complaint concerning his/her treatment, medical care, behavior of other residents, staff members, theft of property, etc ... without fear of threat or reprisal in any form ... The Grievance Official, or other designee as appointed by the Administrator, has the responsibility of recording/tracking of grievances and/or complaint investigations. Recording/tracking of grievances will be completed by using the Grievance/Complaint Report Log. Such record, tracking will be kept for previous 3 years from the present date. Upon receipt of a written grievance and/or complaint, the Administrator will designate the appropriate department to investigate the allegations and submit a written report of such findings to the administrator within five (5) working days of receiving the grievance and/or complaint by completing the Complaint Form. The Administrator will review the findings with the person investigating the complaint to determine what corrective actions, if any, need to be taken. The resident, or person filing the grievance and/or complaint on behalf of the resident, will be informed of the findings of the investigations and the actions that will be taken to correct any identified problems. Such report will be made verbally by the investigating party within ten (10) working days of the filing of the grievance or complaint with the facility; and documentation of the report being given will be made in the resident ' s electronic medical record. A written summary of the report will also be provided to the resident upon request, and a copy will be filed in the Administrator ' s office ...