HospitalInspections.org

Based on documents review and interview, it was determined that the hospital did not adhere to it's policy to ensure grievances are fully investigated and responded to in a timely manner.

Findings include:

Review of the hospital grievance report log showed that on 2/13/18 at 12 PM, the hospital received an email from the daughter of Patient #1. She alleged that she witnessed an equipment failure while staff were attempting to perform an Electrocardiogram on the patient.

On 2/16/18, the hospital sent a letter to the complainant acknowledging receipt of the email.

Hospital investigation on 2/15/18 showed that the equipment "was not working properly at the time" the patient's daughter made the observation.

The hospital Policy/Guidelines Titled: Management of Patient Complaints and Grievances #100.2 states:
Complaint and grievances will be fully investigated and responded to in a timely manner.
"Written or verbal grievances made by an individual other than the patient/patient's representative will be informed that under state laws and regulations no information will be discussed and/or forwarded without consent from the patient/patient's representative and a signed Authorization for release of Health Information Pursuant to HIPAA (Health Insurance Portability and Accountability Act) by patient or patient representative."

There was no documented evidence that the hospital responded to the complainant regarding the outcome of their investigation as of 4/12/18, approximately two months after the grievance was received by the facility.

During interview on 4/12/18 at 12:30PM, Staff A, Manage Patient Relations, confirmed the findings and stated that the complainant was not sent a "2nd letter" advising her of the outcome of the hospital's investigation.
She also stated that the complainant did not sign the required HIPAA form that was sent to her and that the daughter was not the patient's representative.

Staff A was made aware that the grievance was specific to equipment failure, which does not require the release of Protected Health Information.