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TRISTAR CENTENNIAL MEDICAL CENTER
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Intakes: TN00037723
Based on policy review, grievance log review and interview, the hospital failed to follow its policy for resolution of grievances for 1 of 3 (Patient #3) sampled patients.
The findings included:
1. A facility policy titled, "Patient Grievance and Complaint Management Policy" documented, "... Patient grievance is a written or verbal complaint... A grievance/complaint log will be maintained... The documentation in the log will include date of complaint, location, summary of issue, how the issue was addressed, date resolved and response to complaint, and the individual responding to the grievance..."
2. The facility grievance log was reviewed. There was no documentation regarding a complaint verbalized to the Chief Nursing Officer (CNO) by Patient #3 in October 2015.
3. During an interview with the Chief Nursing Officer (CNO) on 12/21/15 at 2:30 PM in the conference room, the CNO stated, "...She (Patient #3) came to the hospital to talk to me... I told her I would investigate... I couldn't verify anything by looking in her chart... or interviewing staff... I just couldn't substantiate anything... I called and told her our findings... I didn't put it in the book... that's all on me... I should have..."