HospitalInspections.org

Findings:

Based on review of records and interview, the hospital failed to provide written notice of its decision, steps taken, results of the investigation and date of completion to 4 of 5 grievances received from patients (Patient #1, #6, #7, and #8) regarding the Emergency Department (ED).

Patient #1 was seen in the ED on 02/01/10 for complaint of high blood sugar. Patient #1's wife notified the facility on 02/02/10 to complain about being treated rudely and being discharged home with a continued high blood glucose level. The hospital's only communication did not address discharging the patient home with a continued high blood glucose level.

Patient #6 was seen in the ED on11/02/09 for suicide attempt. Patient #6's daughter notified the facility on 11/05/09 to complain about bruises on her mother ' s chest and arms.

Patient #7 was seen in the ED on11/24/09 for complaint of headache. Patient #7 notified the facility on 12/04/09 to complain about a technician in the ED who got her phone number from her medical record and was inappropriately calling and text messaging her.

Patient #8 was seen in the ED on12/13/09 for complaint of laceration to hand. Patient #8 notify the facility on 12/14/09 to complain about a long wait to be seen by the physician in the ED, lack of communication between ED and Radiology, and not receiving copies of his medical records and x-rays to take with him to his physician out-of-state.

Administrative Policy, "Customer Assistance and Grievance Policy," dated, 01/13/09, requires under, "II. Process: B. Once contact with complainant has been made ...When resolution has been determined ...Notification of the resolution must be in writing and contain the following information: a. steps taken on behalf of the patient to investigate the grievance; b. date investigation was completed; c. the results of the grievance process; and d. name of hospital contact person."

In an interview with Personnel #4, Director of Support Services, on the afternoon of 03/15/10, he was asked if a written notice of the hospitals decision that contained the required components of the grievance process was provided to Patient ' s #1, #6, #7, and #8. He stated, "No."