HospitalInspections.org

Based on record review and interview, the hospital failed to provide the patient with written notice of it's grievance resolution decision for 1 of 1 (Patient #1) grievance, in that, Patient #1 did not receive a written grievance resolution notice for the 01/09/2015 grievance submitted verbally on 01/12/2015.


Findings Included


The 01/12/2015 "ED Notes" for Patient #1 reflected, "1302 (1:02 PM) Pt also wishes to speak with a supervisor about her previous visit. Charge nurse notified."

The complaint/grievance log from 01/08/2015 through 03/25/2015 was reviewed. There was no complaint/grievance to document Patient #1's 01/09/2015 complaint received on 01/12/2015 by the nurse and ER supervisor or letter of response to the complainant.

During an interview in an ER conference room on 04/01/2015 ending at 11:33 AM, Personnel #14 was asked about the 01/12/2015 complaint by Patient #1 about her care on 01/09/2015. Personnel #14 described the complaint and stated, "... Patient #1...did not have any other concerns. I handled the complaint. I didn't need to formalize it."

The May 2012 last revised, "Patient Grievance Resolution Policy" required, "...An expression of dissatisfaction is considered a grievance if...it was made after the patient discharged from the hospital and the complaint involves the patient's care...it is referred to another staff for resolution...department shall review, investigate and resolve each patient's grievance...send a written letter to the patient or patient's representative within 7 business days...will follow-up with a written response within 30 days..."