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CHILDRENS MEDICAL CTR OF DALLAS
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on record review and interview, the facility failed to investigate a grievance and provide a written notice of resolution (decision) that contained the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion; in that,
1 of 5 (Patient #5) submitted grievance was not investigated and the hospital did not complete the written notice of resolution.
Findings included
Patient #5's 3/24/17 missed diagnosis grievance did not document an investigation, written hospital acknowledgement, or resolution.
During an interview on 2/16/17 at 3:30 PM, Personnel #3, was asked for incident reports for Patient #5. Personnel #3 brought the 3/24/17 incident report that reflected the grandma's missed diagnosis complaint. Personnel #3 was asked if there was investigation, follow-up, and letters to the complainant. Personnel #3 stated, "No."
The 7/01/16, last reviewed, "Complaint and Grievance" policy required, "All grievances are to be investigated with acknowledgement of receipt...no later than 7 days...a letter will be sent...that grievance is under continued review and additional time is required...A response will be sent within 45 days of...filed..."