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VIDANT ROANOKE CHOWAN HOSPITAL
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on review of hospital policy, review of closed medical record, grievance log, and interviews with staff, the hospital failed to ensure a written response per the hospital's specified time frames for 1 of 1 grievance files reviewed. (#7).
The findings include:
Review of policy, titled "Patient Complaints/Grievances" with revision date of 11/2017, revealed, "..."B. Experience Team Member provides response regarding resolution of the grievance to the patient/patient representative and ensures documentation in the grievance database. a. If the grievance is resolved within 7 calendar days (on average), the acknowledgement letter can be combined with the resolution letter. b. If not resolved within 7 calendar days (on average), a follow-up letter that addresses the grievance and resolution will be sent within 30 calendar days (on average). c. Additional follow-up letters that address the grievance and resolution will be sent every 30 calendar days (on average) until the grievance is resolved...."
Review on 02/12/2019 through 02/13/2019 of closed medical record revealed a 93 year old female (Patient #7) admitted on 12/26/2018 for shortness of breath. Review revealed patient expired on 01/02/2019.
Review on 02/13/2019 of a grievance filed on 01/11/2019 by Patient #7's daughter revealed an allegation that the patient had been "disrespected" by staff. Review revealed the patient alleged the staff had been rough with her. Review of the grievance revealed "She stated nurse stumbled and got his feet stuck in the catheter and pull (sic) it out, then two other nurses came to put it back in and held my legs back to my stomach and shoved that thing up in me. They also held her wrist down...." Review on 02/13/2019 revealed no written response was sent to the complainant, 34 days after the grievance was filed.
Interview on 02/13/2019 at 0930 with Director of Quality revealed no letters had been sent to the family during the investigation of the grievance. Interview revealed the grievance policy was not followed.
NC00146932