HospitalInspections.org

Based on document reviews and interviews, the hospital failed to provide a written notice of its determination regarding a grievance for two (2) of six (6) sampled patients who filed grievances (Patient #2G and #5G).

Findings:

The hospital's "Complaints, Grievances, and Concerns, Patient/Customer" policy and procedure, last revised 1/2020 states in part, "The Patient Relations Coordinator or designee, (who is designated by the Chief Administrative Officer (CAO) - SHH President or designee, and as delegated by the Board of Trustees), will do the following upon receiving a patient/customer complaint...A formal written response will be made within 5 days of receipt excluding weekends and holidays..."

On 2/2/2022 at 1:31 PM, six (6) grievance records were reviewed and revealed the following information:

1. On 9/9/2021, the hospital received a grievance from Patient #2G. As of 2/2/2022, there was no evidence of a written notice to the patient of its determination regarding this grievance.

2. On 12/19/2021, the hospital received a grievance from Patient #5G. As of 2/2/2022, there was no evidence of a written notice to the patient of its determination regarding this grievance.

On 2/2/2022 at approximately 2:30 PM, the above findings were confirmed with the Director of Accreditation and Regulatory Affairs.