HospitalInspections.org
Bringing transparency to federal inspections
LENOX HILL HOSPITAL
PATIENT RIGHTS: GRIEVANCE REVIEW TIME FRAMES
Tag No.: A0122
Based on document review and interview, in one (1) of seven (7) patients' complaints, the facility did not provide a written response to a patient's complaint in a timely manner.
Findings include:
Patient #1's initial complaint was received via USPS (United States Postal Service) on 9/10/2024. The facility sent a seven-day letter on 9/12/2024 stating an investigation will be forthcoming. A detailed written response was sent by the facility to the patient on 10/04/2024. The patient was unsatisfied with the facility response and an email was sent by Patient #1's spouse to the facility complaint Email address on 11/21/2024.
The facility policy titled "Management of Patient Complaints and Grievances," last revised 02/2022, instructs "A response will be provided within 7 (seven) calendar days of receipt of a grievance".
No response was provided to the emailed complaint as per policy.
These findings were discussed and acknowledged on 3/14/2025 at 9:45 AM with Staff A, (Associate Executive Director of Quality Management).