HospitalInspections.org

Based on document review and interview, it was determined that for 1 of 1 (Pt. #1's) clinical record reviewed regarding missing patient's belongings, the Hospital failed to ensure the complaint process was followed, to demonstrate that the family's concern was addressed.

Findings include:

1. On 1/31/19 at approximately 9:00 AM, the clinical record of Pt. #1 was reviewed. Pt. #1 was a 49 year old male admitted to the Hospital on 8/21/18 with a complaint of intractable vomiting, R/O (rule out) gastritis (inflammation of the stomach). The progress notes of E #2 (Clinical Director Intensive Care Unit/ICU) dated 8/31/18 included, "Spoke with sister regarding follow-up customer service... Also looking for pt (patient) clothing.. Pt. (Patient) advocate made aware."

2. On 2/1/19 at approximately 10:18 AM, an interview was conducted with E #2. E #2 stated that she received the concern regarding Pt. #1s belongings from Pt. #1's sister.

3. On 2/1/19 at approximately 12:50 PM, the Hospital's policy titled, "Customer Complaints" (reviewed by the Hospital on 6/2018) was reviewed and include, "... B. All customer complaints shall receive complete and timely follow-through... A... customers are... families... C... The Ombudsman... shall perform the following... 1. Review all complaints and follow-through... Within two weeks and/or as soon as possible... the Hospital Ombudsman... must notify the complainant by letter of the investigation results, steps taken in behalf of the patient..."

4. On 2/1/19 at approximately 1:00 PM, findings were discussed with E #18 (Executive Director of Quality, Ombudsman and Risk). E #18 stated that there should have been a letter sent to the family. E #18 could not provide the letter that was sent to Pt. #1's sister/family. E #18 also stated that he (E #18) is not aware of a complaint regarding Pt. #1's belongings.