HospitalInspections.org

Based on record review and interview, the facility failed to ensure patient rights for grievance procedures, in that,
Patient #1's complainant did not receive a written response (resolution of patient complaints concerning the quality of care) back from the facility.

Findings

Patient #1's December 2023 grievance was not logged.

There were no letters (acknowledgement, extension, and Resolution) for the Patient #1's December 2023 grievance.

During an interview on 4/09/2024 at 3:20 PM, Personnel #1 stated I spoke to the complainant on the phone many times. I pulled the team together and we met with her. The grievance was not logged and the letters were not completed.

The facility's August 2022 Customer Concerns / Complaints /Grievance Policy required both an acknowledgement letter and a Response letter to ensure the compliance of the patient's right to a timely resolution...The response shall include 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...Log, trend, and analyze data to assist in identifying opportunities to improve care inclusive of timely response.