HospitalInspections.org

Based on record review and interview the facility failed to ensure patient complaints/grievances are thoroughly investigated and addressed in a timely manner in 1 of 5 patient (Pt.(patient) #1) complaints/grievances reviewed in a total sample of 5 records reviewed.

Findings:
Record review of facility policy titled, "Patient Complaints and Grievances Policy (System)" #9845771 dated 5/2021 revealed, "Definitions: Grievance - a written or verbal complaint related to care/service that has not been resolved to the patient's/designee's satisfaction...Email, on-line submission, or fax is considered written..."

Under "Procedure:...III. Grievances will be forwarded to the leader of the department/clinical manager involved and are to be addressed as quickly as possible....An average time of 7 business days is the goal for grievance closure and patient final letter..."

Record review of the complaint filed by Pt. #1 revealed it was received by FAX on 7/26/2022. There was a request for the Emergency Department medical director to review which was completed on 7/28/2022 stating, "Care was appropriate...No further action required." The complaint was closed on 8/3/2022. There was no letter sent to the complainant.

In an interview on 8/29/2022 at 3:15 PM with Quality Director A, Director A confirmed that a letter had not been sent stating, "It should have been entered as a Grievance and a letter should have been sent."