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Based on chart review, policy and procedure, and interviews the facility failed to provide a prompt resolution to patient grievances.

Review of the grievance/complaint book revealed that there was no complaint or grievance logged for patient #1.

Review of the facilities policy and procedure " Complaint and Grievance Process" under Policy states,"The Governing Body is responsible for the effective operation of the compliant resolution process but has designated the facility Administrator as the responsible facility based party. If need exists a Complaint Resolution Committee will be convened.
Clinical Director/DON/Administrator:
The employee receiving the grievance will discuss verbally or in writing the formal grievance with Administration and the appropriate Department Director within 24 hours of the grievance. All grievances received on satisfaction surveys requesting Administrative follow-up will be documented on a Patient Concern Response Form.
Investigation of the grievance will begin within 48 hours of Administration or Department Director receiving the grievance. A final written response will be provided to the complainant within 1 week and will include:
1) The facility's decision
2) The name of the facility contact person
3) The steps taken on behalf of the person reporting to investigate the grievance
4) The results of the grievance."

An interview was conducted with staff #1 on 10/14/2014. Staff #1 reported that patient #1's step daughter had called and complained to her concerning the lack of care patient #1 was receiving. Staff #1 reported that she had talked with the family, tried to meet all of their needs, and she had discussed the step daughters concerns with the wife of patient #1. Patient #1's wife had asked staff #1 not to converse with the step daughter that she would speak with her about the concerns and allegations.

Staff #1 confirmed that she did not address this complaint according to the facilities policy and procedure.

Based on chart review, policy and procedure, and interviews the facility failed to document the grievance investigation, the results, date of completion, or provide a prompt resolution to patient grievances.

Review of the grievance/complaint book revealed that there was no complaint or grievance logged for patient #1.

Review of the facilities policy and procedure " Complaint and Grievance Process" under Policy states,"The Governing Body is responsible for the effective operation of the compliant resolution process but has designated the facility Administrator as the responsible facility based party. If need exists a Complaint Resolution Committee will be convened.
Clinical Director/DON/Administrator:
The employee receiving the grievance will discuss verbally or in writing the formal grievance with Administration and the appropriate Department Director within 24 hours of the grievance. All grievances received on satisfaction surveys requesting Administrative follow-up will be documented on a Patient Concern Response Form.
Investigation of the grievance will begin within 48 hours of Administration or Department Director receiving the grievance. A final written response will be provided to the complainant within 1 week and will include:
1) The facility's decision
2) The name of the facility contact person
3) The steps taken on behalf of the person reporting to investigate the grievance
4) The results of the grievance."

An interview was conducted with staff #1 on 10/14/2014. Staff #1 reported that patient #1's step daughter had called and complained to her concerning the lack of care patient #1 was receiving. Staff #1 reported that she had talked with the family, tried to meet all of their needs, and she had discussed the step daughters concerns with the wife of patient #1. Patient #1's wife had asked staff #1 not to converse with the step daughter that she would speak with her about the concerns and allegations.

Staff #1 confirmed that she did not address this complaint according to the facilities policy and procedure.