HospitalInspections.org

Based on record review and interview, the hospital failed to provide the patient with it's resolution in a written notice that contained the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion, in that, the hospital failed to send a written grievance resolution for 6 of 6 grievances (Patient #2, #3, #4, #5, #6, and #7) submitted during September 2015 and October 2015.

Findings Included

The grievance log listed the following grievances:
Patient #2 submitted on 09/30/2015,
Patient #3 submitted on 09/15/2015,
Patient #4 submitted on 09/22/2015,
Patient #5 submitted on 10/05/2015,
Patient #6 submitted on 10/05/2015, and
Patient #7 submitted on 10/07/2015.

During an interview on 10/14/2015 ending at 12:40 PM, Personnel #2 was informed that the complaint and grievance book did not include letters to the patients in September and October. Personnel #2 was asked if letters were sent. Personnel #2 stated, "No."

The September 2014, last revised "Complaint-Grievance Policy" required, "mechanism for initiation, review and, when possible, prompt resolution of complaints concerning the quality of care...if the resolution of the Grievance is taking longer than seven days, the Grievance Committee will send a response...the hospital is still working to resolve...No more than seven days shall elapse before a response is sent to the patient. The final response letter shall be approved...Each issue defined as a Grievance will be followed up with a written notice of decision..."