HospitalInspections.org

Based on policy review and interview the facility failed to recognize a complaint as a grievance and provide written notice of its decision and the steps taken to attempt to resolve the grievance for 1 of 1 (#6) cases with complaints reviewed. Findings include:

On 1/23/2013 at approximately 1430 review of the policy titled "Patient Comments, Complaints and Compliments Process" #10-05 revision date 6/30/2011; revealed the following stated under "Definitions: Grievance: A formal or informal, written or verbal, complaint that is made to the hospital by a patient or patient's representative when a patient issue cannot be resolved promptly by staff present.
~If a patient complaint is referred to a complaint coordinator, patient advocate or hospital management (Director or Senior Leader) it may be considered a grievance
~ Grievances include situations where the patients or the patient's representative call or write the hospital about concerns related to care or services, who were not able to resolve their concern during their stay or who did not wish to address their issue during their stay. "

On 1/23/2013 at approximately 1445 during an interview with staff A it was stated "I remember this family (the complainants) they had several concerns, and the staff were very close to them. We had a family meeting with them. It included myself, the Director of Respiratory Services, the wife and her son. They were very upset on the day we met. The son said "My father is not doing well, he is now in hospice." We then asked the family if they would like to meet at another time. The family agreed." This surveyor then asked "Did you set up another meeting?" Staff A responded "Yes, the family came 2 or 3 days after the patient passed away, which was about 2 weeks after the original family meeting." This surveyor then asked "Were you able to resolve the issue?" Staff A responded "No, the family made it very clear that they were going to get legal council and we would be hearing from their lawyer." This surveyor then asked "Did you consider this complaint a grievance and send them a letter?" Staff A stated "No"