HospitalInspections.org

Based on document review, staff interviews and request for information it was determined the hospital failed to provide all patients who file complaints/grievances a written notice describing the results and conclusion of the grievance process and the date of it's completion. This deficient practice occurred in one (1) out of twenty (20) grievances since January of 2010 for Charleston Area Medical Center Memorial Division. Failure to comply with the grievance process can result in a violation of a patient's rights when the hospital does not inform the patient of their investigational findings and conclusions. Findings include:

Upon entrance on 6/28/10 in the morning a request was made for information on patient's #1 compliants/grievances and the results of the investigation with written notification sent to the patient of the results of the investigation.

Review of documents concerning patient #1 revealed a letter containing patient care complaints that had been sent to the hospital with a satisfaction survey dated as being received on 3/4/10. The patient's information included a letter from the Vice President of Ambulatory Services dated 3/18/2010 which acknowledges the receipt of the patients grievances. The letter included a listing of the individual department managers who will inform her of their findings about the patients complaints. A second letter was received from the patient on 4/13/10 thanking the Vice President of Ambulatory Services for the communication regarding the comments and observations during her interactions with Charleston Area Medical Center (CAMC). In this letter the patient presented more complaints concerning her care during hospitalization.

Review of the grievances which were reviewed by the grievances committee from January 1, 2010 to present lacked any documentation of a letter concerning patient #1 complaints. A total of nineteen (19) complaints were reviewed with final letters containing the findings of the committee.

As of the time of exit on 6/30/10 in the afternoon (over three (3) months from receipt of the patient's written complaint) the patient has not been sent written notification of the findings of the investigation, date of completion and any efforts that may have been enacted to resolve the patient's complaints.

During an interview with the Associate Administrator of Charleston Area Medical Center (Memorial Division) on 6/30/10 in the morning he stated there was no documented conclusion to the investigation of patient's #1 complaints. He also concurred the patient has not been sent written notification of the investigational findings and efforts to resolve the patient's complaints.