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ECU HEALTH NORTH HOSPITAL
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on facility policy review, patient grievance case review and staff interviews, the facility staff failed to follow the facility's policy timeframe to provide a written response to a grievance communicated to the facility for 1 of 3 grievance files reviewed (Patient #7).
Findings included:
Review on 03/17/2015 of the facility's policy and procedure dated 11/06 "Patient Complaint Grievance Policy" revealed "If a verbal patient care complaint cannot be resolved at the time of the complaint by staff present, is postponed for later resolution, is referred to other staff for later resolution, requires investigation, and/or requires further actions for resolution, then the complaint is a grievance for the purposes of these requirements. ... ...Appropriate manager investigates complaint and responds to his/her respective Vice President with a draft response letter with a goal of responding to the complainant within seven (7) days."
Closed medical record review on 03/17/2015 for patient #7 revealed patient was admitted on 01/15/2015 at 1651 for fever for 2 days. Patient expired at 2253 on that same day of admission, 01/15/2015.
Interview of RN #1 on 03/18/2015 at 1110 revealed patient's daughter arrived to hospital after being notified of patient's death. The interview revealed the daughter stated "You have made a mistake. Who do you think you are? " Further interview revealed the daughter stated the patient was not supposed to have any pills and should have been a full code.
Interview with AS #1 on 03/19/2015 at 1045 revealed the North Carolina Board of Nursing left a voice mail for AS #1 on 02/6/2015. The phone call was returned on 02/09/2015 by the AS #1. Further interview revealed the call regarding the RN #1 and the care of patient #7.
Interview with AS #2 on 03/20/2015 at 1200 revealed a grievance letter had been written dated 03/20/2015 (63 days after the grievance was filed) to the patient's daughter regarding investigation of the treatment of the do not resuscitate (DNR) status.
NC00103727