HospitalInspections.org

Based on document review and interview, the facility failed to inform all patients of the complaint and grievance process resulting in the potential of denying all patients the the right to file a complaint/grievance by phone or in writing with an outside agency. Findings include:

On 4/24/17 beginning at 1100 an observational tour of the hospital was conducted. The "Patients' Rights and Responsibilities" posters were observed at the admission desk at the main entrance and at the registration desk in the emergency department. The posters included the phone number and address for complaints including the contact information for the State Agency. The tour then continued on 2 North, 2 South, and Critical Care. All patient rooms observed were noted to have a white board hanging on the wall opposite of the bed that included a small poster indicating complaints could be filed with the nursing supervisor and a phone number. No additional contacts were provided.

On 4/24/2017 at 1145 staff A was asked if the patients/families received anything in writing that included the facility's complaint/grievance process and the addresses and phone numbers of the State agency to which a complaint/grievance could be reported. Staff A stated "No, we do not have patient handbooks anymore. That information was in the patient handbook."

On 4/25/2017 at 0830 the Policy titled "Patient Complaint and Grievance Reporting Process" dated reviewed 11/21/2016 was reviewed. On page 2 of 3 under Patients Rights: 1. it states "Patients and their families are informed of the hospital complaint and grievance process upon admission when they receive the MHGH Patient Handbook."