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Based on interview and record review, the facility failed to provide a written notice of its investigation, decision, and contact person for 1 (#11) of 5 grievances reviewed resulting in uninformed patients regarding their grievance investigation results. Findings include:

Record review with Clinical Informatics #N, on 3/17/15 at approximately 1300, revealed that Social Worker #P documented a phone call received from a family member with a complaint of facial bruising for patient #11, one day after discharge. Interview and record review with the Risk Manager, on 3/17/15 at approximately 1400, revealed that she did recall a complaint with an allegation of abuse which was investigated. When queried about a letter of resolution, she stated, "My procedure is that I send my findings to Corporate."

Interview with Social Worker #P, on 3/17/15 at approximately 1500, revealed that she had received a call regarding facial bruising on patient #11 the day after discharge. She stated that she entered it into the "Midas System" and that it would be handled from there. Interview with the Unit Manager #R, on 3/18/15 at approximately 1000, revealed that he investigated the complaint and determined that the patient was bruise free upon discharge. He stated that he had sent his findings to Risk Management. He was not aware of any other correspondence requirement. Interview with the Customer Service Manager, on 3/18/15 at approximately 10:30, revealed that when she has received complaints/grievances that letters of resolution were sent when the investigation was completed. She stated that she had not received this complaint.

On 3/18/15 at 1230 a review of the facility policy titled, "Patient and Family Grievances and Complaints", Policy #1 CLN 033, effective date 11/01/13, documented "...Customer Service or other hospital designee will forward to the complainant, a written response describing the resolution of the grievance/complaint. The response shall include a disposition of the case, including the name and address of the hospital contact person, the steps taken to review and resolve the complaint and the date of completion."