HospitalInspections.org

Based on review of hospital grievance policy and interview with hospital staff the patient who submitted a grievance was not provided written notice of the Emergency hospitals decision that contains 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.

Findings:

a. Review of the facility's Complaint and Grievance policy on page 3 of 4 "Procedures" states:

The organization will make every attempt to provide an initial written response to acknowledge the grievance (which may or may not include the resolution) within 10 days of receiving a patient grievance, (excluding a complaint) ....A written grievance resolution will be provided to the patient in a language and manner the patient/patient representative can understand ...

A grievance was filed with Baptist Emergency hospital and an initial written response to acknowledge the grievance was not provided to the patient within 10 days.


b. Staff #2, Compliance Specialist for Baptist Emergency Hospital was interviewed at 11:10 am on June 5, 2015 in a conference room in the facility. Staff #2 reviewed her complaint logs and found that the patient did send a letter to the facility. The patient letter was first sent to Baptist Medical Center and staff at Baptist Medical Center forwarded the letter to Quality department at Baptist Medical Emergency hospital.
There was no evidence provided to prove that the patient complaints were ever resolved and that the facility followed their complaint grievance policy. There was no evidence provided that an investigation letter or resolution letter was sent to the patient. There was no evidence that the loop was closed with the patient.