HospitalInspections.org

Based on document reviews and interviews, the hospital failed to provide written notice of their decision in a resolution of a grievance for 4 of 4 grievances reviewed. Findings include:

Review of a sample of four grievances received by the hospital staff revealed follow up of the grievance was initiated by the hospital. There was no written notice provided to the patient or representative of the resolution decision by the hospital.

An interview was conducted with Employee F/ administration on 3/27/2012 at 11:06 a.m. He stated the hospital does not consistently send a written resolution to the person who filed a grievance unless they ask for one.

An interview was conducted with Employee G/ patient representative on 3/27/2012 at 1:47 p.m. She stated grievances are responded to in writing if the person who sent the grievance requests a written response but not necessarily a follow up with an additional letter regarding the resolution of the grievance.

A review of the hospital policy for Patient Grievance Mechanism, last revised 3/2009, was conducted. It states: "3. Grievance Committee: ....b. Role of the committee: ...3) Assure appropriate communication/written response to the patient within 30 days of receipt of any grievance." The hospital failed to follow their policy when they did not provide a written response to the patient within 30 days of receipt of any grievance.