HospitalInspections.org

Based on patient interview, staff interview, review of complaints/grievances and review of policy, the facility failed to identify and/or elevate Patient (P) 1's complaint to a grievance. As a result of this deficient practice, P1 was not afforded the internal grievance process toward the prompt resolution of the complaint.

Findings include:

Review of complaint summary showed P1 made a complaint to the facility upon discharge on 06/08/21. 07/01/21 complaint was referred to executive office. 07/16/21, P1 had several phone calls with the facility, Adult Protective Services (APS) was involved with home health care. Management spoke to P1 about complaint, P1's hospitalist reviewed chart.

Patient interview with P1 on 03/08/22 at 09:45 AM, P1 stated that he/she had several complaints related to the previous hospitalization in June 2021. P1 said that he/she had spoken on the phone to different supervisors and managers about the concerns, but since being discharged to this day has not received any further follow up and/or any type of resolution from the facility.

Staff interview with Patient Relations (PR) on 03/09/22 at 09:00 AM, PR was aware of P1's initial complaints and revealed that there was on-going review, communication, and management follow up. PR also revealed that P1 had other concerns about the discharge and was aware of the referral to APS. PR acknowledged that the facility had done a lot of work for this case and acknowledged that this case met the description of a grievance and should have been elevated to a grievance as per policy.

Policy review on Complaint and Grievance Management stated the following: Policy, I. Patients or their authorized representative(s) are informed of their right to present complaints and how to do so. Upon admission to the hospital, each patient or authorized representative will be provided a copy of Patient's Rights and Responsibilities, that contains information on how and where a complaint may be filed. II. Receipt and Reporting of Complaints ..., D. If a concern is not immediately resolved, referral is made to the manager/director who has authority to work with the patient/patient representative to resolve issues. If the matter cannot be resolved within a reasonable time by the manager/director, or if the matter requires further investigation and/or further actions for resolution by the manager/director, it should be referred to the Patient Relations Coordinator. E. Classification of a complaint as a "grievance" will be made by the Patient Relations Coordinator in accordance with the definitions above.