HospitalInspections.org

Based on interviews and record review, the hospital failed to investigate and respond to Patient #1's grievance and resolve his concerns regarding the quality of his care. This failed practice can result in not identifying, investigating, and resolving any deeper, systemic problems indicated by the grievance. The findings are:

A. On 04/19/17 at 2:00 pm during interview, Patient #1 confirmed he had made several attempts via phone to file a grievance with the hospital since his discharge on 10/26/16. He stated he spoke to "someone on the Saturday following my discharge" [10/29/16].

B. On 04/18/17 at 3:15 pm during interview, the hospital's Chief Quality Officer confirmed, "we only have a record of one phone call for Patient #1." He stated the facility failed to follow-up with the patient's concerns after this initial phone call.

C. Record review of Patient #1's grievance filed with the State indicated "The patient states that he has tried voicing his complaints by phone to the hospital but has received no call backs or official response." Patient #1 was admitted 10/21/16 and discharged 10/26/16.

D. Record review of the hospital's grievance policy indicated: "The Hospital Risk Management Department ensures the patient is provided written notice of its decision regarding a complaint/grievance within 7 days of the hospital's receipt of the grievance, even though the hospital's resolution need not be complete within the seven-day limit." Additionally, the policy states, "Grievances shall be tracked in the hospital's electronic reporting system for the purpose of trending, improving the processes, and ensuring customer satisfaction with follow-through."