HospitalInspections.org

Based on a review of facility documents, facility policy and interview with facility staff (EMP), it was determined the facility failed to ensure a formal complaint was investigated and the outcome was communicated to the complainant as per established policy for one of 19 medical records reviewed. (MR1).

Findings include:

Review of the facility Complaint Log revealed the facility received a letter from MR1 verbalizing issues during the admission of October 24, 2016.

Review on December 15, 2016 of the facility policy, Patient and Visitor Complaint/Grievance Policy and Procedure, dated reviewed August 04, 2016 revealed, "Responding to Grievances 1. ... 2. When possible, the goal is to resolve Grievances within 7 days. 3. If the Grievance will not be resolved within 7 days or if the investigation will not be completed within 7 days, an acknowledgement letter (a.k.a. a "7 day letter") is sent to the patient or the patient's representative. The letter indicates they will receive written follow-up upon completion of the investigation. If the complaint can be resolved within 7 days, the patient will receive written follow-up to their Grievance, instead of the initial 7-day letter. ... ."

Interview with EMP 2 on December 16, 2016 confirmed there was no follow up letter sent to the complainant with the status of the complaint filed for MR1. EMP 2 confirmed the established policy was not followed.