HospitalInspections.org

Based on interviews and record review, the hospital failed to provide a written response to patient grievances for 1 of 2 patients (Patient #3), in that, Patient #3's grievances were not logged into the hospital Grievance Log and no written response letters were completed per hospital policy.

Findings included:

1) Documentation in the hospital database of a telephone conversation dated 7/9/14 at 2:08 PM by Staff #6 revealed Patient #3's representative called the hospital to voice concerns after Patient #3's discharge on 7/4/14.

2) The hospital Grievance Log from 7/2014 to 3/2015 did not list Patient #3 or Patient #3's representative's concerns.

3) During an interview on 3/10/15 at 4:15 PM three hospital staff (Staff #2, #6, and #7) confirmed Patient #3's concerns were not logged in the hospital Grievance Log, and no written response letters were sent regarding Patient #3's concerns.

4) During an interview on 3/11/15 at 9:20 AM Staff #6 reflected unawareness of who read the hospital database documentation.

5) The hospital's Patient Grievance policy revised 02/11/13 included: "...5.1.2 A concern expressed via a post discharge verbal communication regarding patient care that would routinely have been handled by staff present if the communication had occurred during the stay are considered to be a complaint. 5.1.3 Complaints should be addressed in a timely manner and an attempt to resolve the issue should be made. Unresolved complaints or those requiring additional investigation and intervention should be forwarded to a member of the Patients Relations Enhancement committee for processing as a grievance...5.2.2 ...Verbal complaints not resolved by staff present at the time the complaint is made, when a concern is postponed for later resolution, is referred to someone else for later resolution, requires investigation, or requires further actions for resolution, would be considered a grievance...5.2.4 A grievance must come from either the patient or an authorized representative of the patient. 5.2.5 If there is a doubt as to whether an expressed complaint or concern rises to the level of a grievance, it should be referred to the Patient Relations Enhancement committee for evaluation...6.2 The grievance will be placed on the Patient Grievance tracking log...6.4 Following the receipt of a grievance the patient or patient's representative will receive written communication...within 7 days of the receipt of the grievance...6.5 If it is not possible to review and resolve the grievance within 7 days...contact the complainant and provide notice that review and resolution is ongoing and that a final written response will be provided upon completion of the review...6.7 ...A formal written response will be communicated to the patient or representative at the conclusion of the grievance evaluation... "