HospitalInspections.org

Based on record review and interview, the facility failed in its resolution of the grievance. The facility must provide the patient with written notice of its decision that contains the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion,

Citing the facility did not send a response letter for 1 of 1 patient (Patient #1) for a complaint received regarding the quality of care during patient #1's admission dating 07/09/2023-07/14/2023.

FINDINGS INCLUDED:

The facility reports documented Nursing Management, Quality Assurance Coordinator and the Chief Compliance Officer were aware of the complaint of delayed treatment and poor/absent nursing care for patient #1's admission dated 07/09/2023-07/14/2023. A root cause analysis was conducted on 07/11/2023.

There was no follow up or resolution letter for the complaint.

Policy "Patient Grievance Policy, Policy Stat ID 10971210, last revised on 05/2023 states, "It is the policy of Comanche County Medical Center to respond to patient grievances in a timely, efficient, and professional manner within seven (7) days. Patients may file a written or verbal grievance concerning any aspect of their care to any hospital employee at any time ...REVIEW AND RESOLUTION OF GRIEVANCE ...The Manager will research the issue with all those involved and may contact the patient with a resolution. If the Manager is unable to resolve the complaint, it will be forwarded to Administration for intervention. The manager will generate an incident form and route it to the Nursing Director. The Nursing Director or designee will contact the patient within 48 hours of receiving the complaint and will contact the patient within 7 days with the findings. If the grievance cannot be resolved , or if the investigation is not or will not be completed with 7 days, the Director if Nursing will inform the patient or patients representative that Administration is still working to resolve and the hospital will follow up with a written response ...NOTICE OF RESOLUTION ...At resolution of the grievance, the hospital will provide the patient with written notice of its decision which will contain the name of the contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion. The incident report will be used for trending and performance improvement. Trends will be reported to the Medical Staff and to the Board for review."

During an interview with Personnel #1 and Personnel #2 on 09/12/2023 at 3:00 PM confirmed a response letter was not sent to the patient.