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RUSH UNIVERSITY MEDICAL CENTER
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on document review and interview, it was determined that for 1 of 2 patients' (Pt. #11) grievances reviewed, the Hospital failed to ensure that a written response was provided to the patient regarding steps taken to investigate the grievance, results of the grievance process, and the date of completion.
Findings include:
1. On 01/18/2023, the Hospital's policy titled, "Patient's Complaints and Grievances" dated 01/11/2021, was reviewed and included, "...D. Patient Relations ...Complaints and Grievances are entered into TRIPSS [Tracking Risk Incidents Performance & Safety Across the System] which serves as the patient complaint database ...department or individual for review and resolution ...4. If a Grievance ...sends a written response or acknowledgement letter to the patient within 7 calendar days ...grievances will be closed within 30 days ...5. The written notice of the hospital's decision will contain the name of the hospital, contact person, the steps take on behalf of the patient to investigate the grievance, the results of the grievance process and the date of completion ..."
2. On 01/18/2023, the Hospital's grievance log dated 11/01/2022 to 01/16/2023 was reviewed. From the log, Event #005446, Pt. #11's grievance dated 11/01/2022 was reviewed and included, "...Email Documentation by Pt. #11's family member ...my family and I have been unsuccessful in obtaining information as to how my father (Pt. #11) received an injury to his left big toe, which included toe nail being ripped off and severe bleeding ..." Pt. #11's grievance lacked a written response regarding steps taken to investigate the grievance, results of the grievance process, and the date of completion.
3. On 01/18/2023, Pt. #11's clinical record was reviewed. Pt. #11 was admitted to the Hospital on 10/23/2022 with a diagnosis of sepsis and Pt. #11 was discharged on 10/28/2022.
4. On 01/18/2023 at 10:09 AM, the Interim Manager of Patient Relations (E #10) was interviewed. E #10 stated that the grievance was forwarded to the unit director and that she (E #10) was not sure why grievance closure letter was not provided to the patient or family member.