HospitalInspections.org

Based on the review of seven grievances filed from April 2018 to September 2018, policies and procedures, and other pertinent documents provided to patients it was found that the hospital failed to effectively inform patients and their representatives of the hospital's grievance process, who to contact to file a grievance, and their right to file a complaint / grievance directly to the state agency.

"My Plan of Care" folder is the packet provided to patients that covers an array of topics to explain and inform the patient of their rights, responsibilities, policies, services and reasonable expectations of care. This folder did have a section about concerns and complaints, "To Share Concerns or Complaints." However, the section lacked regulatory requirements. The hospital failed to provide patients an explanation on the process for filing a complaint / grievance. In addition, patients were not provided a full phone number to call the guest service department. Listed in the My Plan of Care Folder section for concerns and complaint is a four digit extension that only works if the patient is currently in the hospital and uses a hospital phone. This process prevents discharged patients and their representatives from contacting guest services.

My Plan of Care Folder did not inform patients of their right to filing a complaint directly to the Maryland state agency. The hospital did not list or provide contact information of the state agency, at a minimum including phone number and address for filing a complaint/ grievance. Upon request the hospital was not able to provide evidence of any document that informed patients of their rights and information on filling a complaint with the State agency.