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Based on staff interview, review of the hospital's complaint log, review of hospital policy and procedure and complainant information, the hospital failed to ensure that patient complaints were rigorously investigated and that complainants received a written response following the investigation for 2 of 4 complaints reviewed (Patient's #1 and #2).

Failure to thoroughly investigate and respond to complaints in writing was a violation of patient rights.

Findings:

Patient #1 received care in the Emergency Department on 9/17/2010. The patient complained to the hospital about 9/21/10 that, right after discharge and two days following, she received phone calls inviting her to go out from a male RN who had provided her care in the Emergency Department. Inappropriate personal contact from the RN to the patient resulted.

Review of the hospital policy and procedure #1680, Patient Rights and Responsibilities:Hospital and Clinic Patients last reviewed 8/26/10 identified, "It is the policy of (the hospital) to establish and maintain an atmosphere of interaction between staff and patients that reflects a fundamental concern with and respect for patients' rights, in compliance with state and federal laws...regarding patient rights..." The definition of "grievance" directed, "...an oral or written complaint regarding any aspect of patient care, patient medical records, and patient rights and responsibilities that cannot be resolved by staff present at the time the issue arises."

Interview with hospital staff on 12/13-14/2010 revealed that their investigation confirmed inappropriate contact between a staff RN and the patient had occurred. However, there was no evidence that the complainant was provided written notice of the hospital's decision with the name and number of a contact person, hospital actions to resolve the complaint, and/or the date of completion of the investigation.

Patient #2-Review of the complaint log revealed a complaint regarding a lack of care in the Emergency Department on 6/3/2010. The written complaint identified that s/he felt their mother's care needs had been ignored by nursing and medical staff.

Review of the hospital policy and procedure #1490, Customer/Patient Comments and Complaints implemented 7/28/97 directed at Item III., G.: "Comments that were not resolved immediately and need follow up by the manager will be answered in a timely fashion, (within 24 hours of receipt of the comment or complaint) either in writing or with a personal phone call or person to person contact..."

There was no evidence that supervisory staff had investigated the complaint or contacted the complainant regarding the internal actions taken to resolve the issues. There was no evidence that nursing staff had been questioned or counseled regarding the incident, or results from contact with medical staff as of the date of this investigation on 12/14/2010 (over 6 months).

The hospital failed to protect and promote patient rights by responding to complaints in a timely manner to vigorously investigate the issues, respond in writing and provide contact information to the complainant, and provide information regarding steps taken to resolve the complaint.