HospitalInspections.org

Based on a review of the hospital's written patient rights, observation of waiting areas throughout the Emergency Department, and interview with agency administrative staff, it was determined the hospital did not make available to the patient or to the patient's representative the phone number to the State Agency for filing a grievance. This had the potential to affect all patients within the hospital.

Findings include:

A tour of the Emergency Department (ED) was conducted with Employee Identifier, (EI) # 1, the Chief Nursing Officer, on 6/4/13 at 1:52 PM. There was no sign posted in the ED for lodging a complaint or grievance with the State Agency.

A review of the "Patient Rights and Responsibilities" form in the ED revealed that it did not have the State Agency hot line number for patients to call to file grievances and complaints.

A review of the "Patient Information Guide", which included a copy of the patient's bill of rights, and was given to the patient on admission to the facility, failed to include the State Agency Hotline number to which a grievance could be reported.

An interview with EI # 1, on 6/6/13 at 9:25 AM, verified the phone number was not posted, nor was it given to the patient as part of the admission process.