HospitalInspections.org

Based on record review and interview, the hospital failed to provide the patient with written notice of it's decision for the resolution of the patient's complaint for 1 of 10 patients (Patient #2), in that, Patient #1 (mother) submitted a complaint on 11/28/2014 in regards to the care received by Patient #2 (infant) during the 4/24/2014 admission and did not receive a written resolution from the hospital.


Findings Included


The complaint/grievance log from 11/01/2014 through 03/25/2015 was reviewed. The log did not reflect the complaint regarding Patient #2 from Patient #1.

The printed email reflected, "From (Patient #1's email) to THR Requests...Sent Friday, November 28, 2014 9:23 PM..." The email listed the complaints.

During an interview on 5/04/2015 at 9:40 AM, Personnel #1 was informed the complaint was not listed on the hospital's complaint/grievance log. Personnel #1 stated, "They found it. Here is a copy of the email. I spoke to (Personnel #2), and she remembers this complaint, and talking to the manager (L&D). The flow through did not happen." Personnel #1 was asked if a resolution letter was sent to the complainant. Personnel #1 stated, "No."

The May 2012 last revised, "Patient Grievance Resolution Policy" required, "the department shall review, investigate and resolve each patient's grievance...send a written letter to the patient or patient's representative within 7 business days...will follow-up with a written response within 30 days..."

Based on record review and interview, the hospital failed to ensure the patient representative's right to make informed decisions regarding care for 1 of 10 patients (Patient #2), in that, Patient #2 was cared for by two physicians that the mother (Patient #1) had not given her consent for the care provided during Patient #2's 4/24/2014 admission.


Findings Included


The Electronic Medical Record for Patient #2, Date of Birth 4/24/2014, on 4/24/2014 reflected, "Newborn History & Physical...Admitting: (Physician #2)...4:37 PM...Spontaneous Vaginal...Pediatrician: (Physician #1)...Electronically signed by (Physician #3)..."

The 4/26/2014 "Pediatric Progress Note" for Patient #2 was completed by Physician #2 at 7:04 AM.

There was no documented indication the physicians spoke to the infant's mother (Patient #1).

There was no documented indication the mother (Patient #1) consented to a physician other than Physician #1 for the infant's care (Patient #2).

During an interview in the conference room on 5/04/15 ending at 12:18 PM, Personnel #4 was asked if Physician #1, Physician #2 and Physician #3 were in the same physician's group. Personnel #4 stated, "No." Personnel #4 was asked about consent from the mother to treat the infant. Personnel #4 indicated they do not consent the infant's mother for the infant's care.

The 11/17/2014 "Patient Rights and Responsibilities" policy required, "If a patient is a minor, the parent...may exercise the patient's rights...You have the right to be informed about which physicians...are responsible for your care...You have the right to the information necessary for you to make informed decisions, in consultation with your physician, about your medical care...before the start of your care...You have the right to consent to or refuse medical care...you have the right to care that is considerate and respectful..."