HospitalInspections.org

Based on interviews and record review, the hospital failed to provide a written response to a patient grievance for 1 of 1 patient (Patient #1), in that, Patient #1 received no written response on the complaint investigation that included the results of the investigation with the date of completion of the investigation for the complaint received at the hospital regarding Patient #1's visit to the Emergency Room on 01/07/15.

Findings included:
1) During an interview on 5/4/15 at 5:50 PM Patient #1 reflected that no final response had been received from the hospital to Patient #1's verbal and written concerns.
2) During an interview on 4/15/15 at 2:25 PM Staff #2 was asked if Patient #1 had received a written response to their verbal and written concerns. Staff #2 replied, "No."
3) The hospital Patient Complaints policy effective 1/1/99 revealed: "...It is the policy of the hospital to ensure that customer concerns and complaints are handled in a systematic, efficient, and professional manner when received by staff members, patient advocates...If a solution cannot be found and the patient, family member...is still unsatisfied...The complaint and the incident report of an unsolved problem should be referred to the Chief Operating Officer (COO) or the Chief Executive Officer (CEO). The COO or CEO will provide further investigation or follow up action as indicated..."