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Based on record review and interview, the facility failed to provide the patient with written resolution notice of its decision concerning the quality of care that contains 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,

2 of 3 patient complaints (Patient #6 and #7) did not receive a written resolution notice for their complaint that was not resolved at the time of the complaint by staff present.

Findings included

There was no patient complaint documented for Patient #6.

During a interview on 4/02/18 from 12:05 PM to 12:47 PM, Personnel #5 was asked about Patient #6's discharge. Personnel #5 stated, "I heard the brother yelling at the desk. Upset that she had not been fed."Personnel #5 was asked what was done for service recovery/complaint resolution. Personnel #5 stated, "Well, they just left." Personnel #5 was asked if she put in a patient complaint for the incident. Personnel #5 stated, "No."

Patient #7's complaint file was documented received on 1/28/18 for a 1/27/18 issue. On 1/31/18 the notes reflected, "I am still researching and trying to find out why the patient was not feed...2/07/18 45 minutes investigating...I don't see an entry for dinner..."

During an interview on 4/02/18 ending at 11:28 AM, Personnel #2 was asked for Patient #7's resolution letters. Personnel #2 stated, "There was no letter sent."

The 6/21/16, last revised "Complaints/Grievances for Patient, Family and/or Visitors" policy required, "Patient Grievance...written or verbal...when the verbal complaint is not resolved at the time of the complaint by staff present...responded to in writing..."

Based on records review and interview, the facility failed to met the patients nutritional needs for diabetic patients, in that, 4 of 4 diabetic patients (Patient #6, #7, #8, and #9) nutritional needs were not met.

Findings included

Patient #6, diabetic was discharged on 3/28/18 at 1:15 PM and was not given lunch prior to discharge. There was no documented lunch meal and/or refusal of a tray.

Patient #7, diabetic complained she was not feed on 1/27/18. There was no documented meal or refusal of a tray for the 1/27/18 dinner meal.

Patient #8, diabetic had no documented meal or refusal of a tray for all meals on 3/26/18 and 3/28/18. On 3/27/18, there was no dinner meal documentation.

Patient #9, diabetic had no documented meal or refusal of a tray for Breakfast and Lunch meals on 3/25/18, 3/26/18, and 3/28/18.

During an interview on 4/02/18 from 12:05 PM to 12:47 PM, Personnel #5 was asked about Patient #6's discharge. Personnel #5 stated, "I heard the brother yelling at the desk. Upset that she had not been fed."

During electronic medical record review and interview on 4/02/18 ending at 2:00 PM, Personnel #2 was asked for documentation of meals eaten by Patient #6 and 3 more diabetic patients. Personnel #2 confirmed each patient had multiple meal times with no documentation of meal consumption and/or refusal of a meal tray.