HospitalInspections.org

A. Based on review of Hospital Policy, complaint/grievance investigation, and staff interview, it was determined that for 1 of 2 (Pt. #1) patient complain/grievance the Hospital failed to ensure a written acknowledgement and response was provided as required by Hospital policy

Findings include

1. The Hospital policy titled, " Complaint and Grievances, Patient and Customer, " reviewed on 10/4/11 at approximately 1:30 PM required, " A grievance is any formal or informal written or verbal expression of dissatisfaction with care ... A written complaint is always considered a grievance; as are complaint alleging abuse ...Any complaint which fits the grievance definition will require a written response to the complainant ... Grievance are processed in the following manner: 2. Written acknowledgement is sent to the patient with in seven days ...4. Within 10 days an action plan is developed and executed ...5. A written response will be sent to the patients .... "

2. The Complaint/Grievance investigation file was reviewed on 10/5/11 at approximately 9:00 AM. The file contained documentation of a complaint dated 9/13/11, from Pt. #1 and Pt. #1s' mother alleging inappropriate touching by a CT Technician during a CT scan procedure on 9/11/11 when she was a patient in the Emergency Department. The file did not contain any documentation of a written acknowledgment of the complaint and a written response to the patient as the policy required.

3. An interview with the Director of Operations was conducted on 10/5/11 at approximately 10:50 AM. The Director stated that a complaint was received from Pt. #1 and Pt. #1's mother on 9/13/1 with the allegations of inapproriate touching by a CT Technicain. The Director indicated that Pt. #1, who was subsequently admitted as an inpatient on 9/13/11, and Pt. #1's mother were verbally informed, while Pt. #1 was in the Hospital, that an investigation was initiated and actions were being taken. However, the Director indicated that a written acknowledgement and the subsequent response to the complaint was not sent to Pt. #1 as required by policy. The finding was confirmed with the Director of Operations during the interview.