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Based on document review and interview, the facility failed to process prompt resolution of patient grievance in one of one facility.

Findings include:

1. Policy and procedure review: review of facility policy, Patient Complaint and Grievance Process Policy, policy: 2976432, last revised 11/9/2016, indicated, on page 1. A grievance is a formal or informal, written or verbal complaint that is filed by a patient or patient's representative. A complaint is registered with the organization after the patient's discharge. On page 2, and 3, Grievances, Service Excellence will send complainant a letter of acknowledgement or resolution from Service Excellence within seven (7) days ("seven day letter") of the receipt of the notification of a grievance.

2. Review of facility documents indicated, on 6/24/17, a report was received of abuse of patient. Description of alleged abuse and abuser were given. Facility documentation indicated facility investigated the report.

3. Interview on 8/4/2017, at approximately 4:40 P.M.,in the conference room with N1 (Administrative Director of Quality), confirmed, facility failed to send letter to compliant.