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COOK CHILDRENS MEDICAL CENTER
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on record review and interview, the facility failed to provide a letter of response to the complainant for 1 of 4 patients (Patient #1) who lodged a complaint in January 2015.
Findings included:
Personnel #4 was asked if she received a complaint/grievance from the parents of Patient #1. She replied she did on 1/20/15. Personnel #4 was asked if a response letter was sent to the complainant. She replied "no."
Policy "Grievance/Complaint Resolution for Patients/Parents" issued 4/2015 (supersedes 2/2012) required "B. Grievance, as defined by CMS (Centers for Medicare and Medicaid Services)...is a formal or informal complaint written or verbal...this includes all letters, emails...and will require a written response within 7 days...no later than 30 days from time of receipt."