HospitalInspections.org

Based on observation, interview and record review, it was determined that the facility did not inform each patient or patient's representative on how to process a grievance and who to contact to file a grievance for 6 out of 6 patients.

Findings Include:

On 3/14/13, record reviews of 6 out of 6 sampled patients, including the complainant's chart, showed no documentation that the patient and or the patient's representative was informed of the internal grievance process, including whom to contact to file a grievance (complaint).

On 3/14/13, it was observed on the patient units, by the patient rooms there were grievance boxes. The boxes had grievance forms to use to file complaints but were without information about the grievance process.

On 3/14/13, an interview with the hospital's Director of Nursing and Administrator regarding the internal grievance process was completed. The Director of Nursing and Administrator stated that they were not aware that the patient admission booklet for the Adult and Youth patients did not provide the internal grievance process information. In addition, the Administrator stated that patients and their family/representative's visited only in the cafeteria and not on the patient unit. The Administrator stated that there was no information about the internal grievance process in the cafeteria.