HospitalInspections.org

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Based on record review and interview the facility failed to provide a written response of its investigation to 1 patient who had submitted a written complaint. Findings:


Record review on 5/7-8/14 revealed Patient #8 was admitted to the facility on 4/15/14. The Patient was discharged on 4/28/14 at the request of parents.


Record review of the facility "Incident Log", dated 3/6-5/6/14 revealed Patient #8 was involved in an event on 4/23/14.


During an interview on 5/8/14 at 2:15 pm, the Risk Manager was asked how patients and or guardians file a complaint/grievance. She stated that patients and/or guardians can put a complaint or grievance into the "Bob Boxes", boxes which are located on the units. The Patient Advocate collects the complaints/grievances and investigates. An interview with Tech #2 at 2:50 pm confirmed this process.


During an interview on 5/8/14 at 3:40 pm with the Patient Advocate, he stated he had received a written complaint from Patient #8 on 4/27/14. He further stated he had investigated the complaint. When asked if he had sent written documentation to the patient of the findings, he stated, "No". He confirmed that he should have sent a written response of the investigation to the patient and/or the parents.


Review of the facilities policy and procedures, "Patient/resident Rights - Guidelines for Addressing Patient/Resident/Family Grievances" Policy-RI103.06 Revised date 9/11, revealed:...The Patient Advocate will communicate the actions or resolutions to the Patient/resident/guardian no later than the business day following the conclusion of his/her investigation...must be accompanied by written notice to the Patient/resident/guardian..."
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