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BAYLOR SCOTT AND WHITE MEDICAL CENTER LAKE POINTE
PATIENT RIGHTS: REVIEW OF GRIEVANCES
Tag No.: A0119
The hospital's governing body failed to ensure the operation of the grievance process, in that, 1 of 3 grievances (Patient #1) were not reviewed for resolution by the governing body and/or grievance committee.
FIndings Included
A 7/02/14 hand written "Emergency Department Complaint Form" for Patient #1 reflected, "examined pt w/o (patient without) gloves..."
Personnel #1 was asked if the policy/internal process had been followed for the complaint. Personnel #1 stated, "No." Personnel #1 was asked if the complaint was reported through Quality or Governing Body. Personnel #1 stated, "No. It was handled within the (Emergency Room) Department."
The July 2014 "Patient Compliance/Grievances" policy required, "...prompt resolution of patient complaints...provide an on-going system for monitoring and trending patient complaints and grievances...incorporate patient Complaints...data set for aggregation, analysis, and reporting quarterly to the designated Grievance Committee...Quality Improvement Committee, the Medical Staff...Medical Executive Committee and the Governing Board..."
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on record review and interview, the hospital failed to provide the patient with written notice of its grievance resolution decision, in that, the hospital did not send written resolution for 2 of 3 patient (Patient #1 and #13) grievances reviewed.
Findings Included
A 7/02/14 hand written "Emergency Department Complaint Form" for Patient #1 reflected, "examined pt w/o (patient without) gloves..."
A 10/03/14 typed grievance letter from Patient #13 reflected a miscommunication and billing issue.
Personnel #1 was asked if either complainants (Patient #1 or #13) received a response letter. Personnel #1 stated, "No."
The July 2014 "Patient Compliance/Grievances" policy required, "If the resolution...to take longer than seven days, the Grievance Committee will send a response...will follow-up with a written response within a stated number of days...calls or writes...did not wish to address these during the stay. The process...these grievances once the patient has been discharged is identical to the inpatient Grievance process..."