HospitalInspections.org

Based on medical record review, policy review, and staff interview the facility failed to follow their own policy in providing followup for resolution of a patient grievance.

Findings were:

Review of medical record for patient #1 revealed the patient had a complaint regarding their care and called and sent a letter to the CEO of the facility to ask information regarding a peer review of the physician. The facility sent a letter to the patient with the hospital policy on peer review. The facility did not respond to the request by the patient to know if the case had indeed been sent for peer review and a peer review conducted.

Facility policy titled "Filing Grievance/Complaint" states in part "The department manager will be responsible for a thorough investigation of the grievance, providing a resolution, and informing the resident and/or responsible party of their findings and resolutions. Findings will be documented on the appropriate form and submitted to the administrator upon completion."

In an interview with the CEO and the Director of Quality Assurance both acknowledged a letter had been sent to the patient along with the Peer Review Policy. Both stated the patient was never informed that the record had been submitted for a peer review and the results had been reviewed by the appropriate committee within the hospital. Both acknowledged in the letter sent to the complainant the issue of a peer review being conducted was not answered in the response.