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WYCKOFF HEIGHTS MEDICAL CENTER
PATIENT RIGHTS: GRIEVANCES
Tag No.: A0118
Based on staff interview, and document review, the facility failed to ensure that the patient's complaints were investigated based on the facility's protocol. This was found in one (1) of three (3) patient complaints reviewed. (Patient #1).
This failure to investigate hinders resolution of complaints.
Findings:
Review of the facility's "Patient Complaint Log" dated January 2019 documented a complaint intake for Patient #1 that was reported on 1/24/19. The Patient/Family Complaint Form documented a complaint that was received on 1/24/19 from the patient's daughter. The form indicated, the daughter visited the Patient Advocate and presented concerns regarding her mother's care. The daughter requested that she would like to speak with the doctor taking care of her mother. The staff (Patient Advocate) reached out to the physician who will meet with the daughter to address all issues. The form further documented, "Date Closed: 1/24/19."
There was no documented evidence that the patient's complaints were investigated.
On 3/29/19 at 2:30 PM, an interview with Staff A, Patient Advocate was conducted. Staff stated that she did not explore and investigate the complainant's issues. Staff stated that she spoke with the physician who was willing to meet with the patient's daughter in the ICU to address the issues. Staff A explained that she closed the case on 1/24/19 because she was able to connect the patient' daughter with the physician.
Review of the facility's policy on "Patient Grievance Mechanism," Effective Date March 2017, documented:
"The VP and or the Patient Advocate will determine who needs to investigate and will forward the complaint to the appropriate department head (Manager, Director, VP, Chair).
"The department head will investigate and submit their investigation, findings and corrective actions, where necessary, to the VP and Patient Advocate within three days of receipt of the complaint. The investigation must address ALL ISSUES raised by the complainant."
Staff B, Director of Risk/Patient Advocate acknowledged the findings.