HospitalInspections.org

Based on records review and interviews, it was determined that the facility did not investigate and resolve each patient ' s grievance within 30 days from dates of written complaint/grievance in accordance with the facility ' s policy. This failure had the potential to cause each patient mistreatment, mental distress and/or harm.

On 9/26/12, a review of the revised Hospital ' s Policy on Patient Complaint/Grievance Process dated 12/07/11 stated in part under Section (J) " all patient complaint/grievances will be resolved within 30 days from dates of written complaint grievance. " A further review of the Patient Advocacy program revealed there were no documented resolutions to residents ' grievances. A review of the 2012 Grievance log revealed multiple patient grievances for the months of June, July and August that had exceeded the 30 day resolution policy. The documentation noted the patient ' s specific grievance and the letter that was sent to the patient however no follow up or resolution was annotated.

In an interview on 9/27/12 at 11:30 AM, the Clinical Director stated he or the department supervisors did not always follow up with a resolution to patient ' s complaints and that he was " guilty as charged in that regard. " It was further stated that he sat down with patients to discuss the grievance but there was no documented evidence of this occurring.