HospitalInspections.org

Based on document review and interview, the facility failed to provide a written notice of the hospital's determination for investigation of submitted grievances for a total of eight grievances, seven grievances filed between 2/27/15 and 6/22/15 and one inpatient (patient #7) from 5/5/15. This has the potential for all patients who file a grievance to be uninformed of investigative findings. Findings include:

On 7/20/15 at 0956 a review of the medical record for patient #7 revealed that bruises had been found on the patient after altercations with healthcare workers in two Emergency Departments(ED)and once in the ambulance while being transferred from one facility to another. On 7/20/15 at 1545 an interview with Staff K, the patient advocate revealed that an investigation had been completed including interview of staff involved and patient #7 and a review of the video of the events of the date of the altercation. Staff K said, "The video feed didn't film events in the exam room only the corridor. I interviewed the patient and she couldn't remember where the incident happened, which emergency department, and couldn't remember who was involved, only that they had a uniform on. So I couldn't substantiate any of the allegations." When staff K was asked whether she had provided any communication to patient #7 regarding her findings she said, "No, I am a little behind." When asked how far behind, staff K said that I have a pile on my desk from before July (2015). A request for and a review of the listing of patients requiring a written determination from their submitted grievances revealed grievances from "2/27/15, 3/29/15, 4/17/15, 5/14/15, 5/26/15, 5/26/15, 6/22/15" that do not have a written response from the facility regarding investigation determination.

On 7/20/15 at 1600 a review of policy titled, "Complaints/Grievances - Resolution of Patient" Policy number 1.10 with a review date of 2/2015 revealed, "The patient Advocate/Risk Management shall conduct an investigation of the grievance as deemed necessary and appropriate to determine its validity. The investigation will be thorough and afford all interested persons and their representative, if any an opportunity to submit evidence relevant to the grievance. .....The Patient Advocate/Risk Management will respond in writing to the complainant within five (5) working days detailing the nature and outcome of the investigation...."