HospitalInspections.org

Based on review of facility documents, medical records (MR), and interview with staff (EMP), it was determined the facility failed to provide the complainant with a response letter following the investigation of a complaint/grievance for one of one complaints/grievances reviewed (MR1).

Findings include:

Review on December 28, 2011, of the facility's "Management of Patient Satisfaction Issues, Complaints and Grievance," dated reviewed on August 17, 2011, revealed "Procedure ... 4. The patient or patient's representative will then receive a written response that describes the outcome of the complaint/grievance, in no later than thirty (30) days after the complaint was filed."

Review on December 28, 2011, of documents provided by the facility revealed EMP5 received a phone call from a complainant who filed a complaint/grievance with EMP5 regarding MR1. The documentation revealed an investigation was conducted with the managers of the departments, the physician and the Assistant Chief Executive Officer. There was no documentation that a response letter was provided to the complainant.

Interview on December 28, 2011, with EMP5 revealed the following. EMP5 spoke with the complainant by phone on several occasions. EMP5 noted that with each phone call the allegations changed. EMP5 confirmed that a final call or final letter was not completed following completion of the facility's investigation.