HospitalInspections.org

Based on document review and interview, the facility failed to provide the patient with a written response regarding the facility's investigation of the patient's grievance alleging assault, for 1 (P-1) of 1 patient reviewed for alleging abuse, resulting in the potential for less than optimal outcomes. Findings include:

On 4/10/2024 at 1300 document review of the complaint and grievances log for previous 6 months did not contain a complaint or grievance entry regarding P-1.

On 4/10/24 document review revealed that P-1's verbal allegation of assault during restraint application was investigated by the Risk Management department under their incident reporting process. The facility failed to recognize P-1's verbal allegation of assault as a grievance and P-1/guardian did not receive written notice of the grievance decision, required by facility policy and federal regulation, that contained the steps taken to investigate the grievance, results of the process, and date of completion.

On 4/11/24 document review of policy titled, "Michigan Market Patient Complaint and Grievance Resolution, dated 2/2024, states under Patient Grievance section. "a grievance is a formal, informal, written or verbal complaint made to the hospital by a patient...regarding the patient ' s care, abuse or neglect...all verbal or written complaints regarding abuse...must be a priority for investigation...All patient grievances will be document in Salesforce Service Cloud...the Consumer Experience Department or department leader...is responsible for issuing a final written response to the patient regarding final results of the review...".