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FRANCISCAN HEALTH CRAWFORDSVILLE
PATIENT RIGHTS: GRIEVANCE REVIEW TIME FRAMES
Tag No.: A0122
Based on policy and procedure review, administrative document review, and interview, the facility failed to follow their grievance policy time frame for 1 of 10 complaints/grievances reviewed (#N1).
Findings included:
1. The facility policy "Procedure for Patient Complaint and Grievance", last reviewed November 20, 2013, indicated, "III. General Information: A. Response to the person filing the complaint/grievance will be made within seven (7) days from receipt of the complaint/grievance."
2. Review of the facility's complaints/grievances for ten patients reviewed indicated a written complaint from the family member of patient #N1 regarding the physicians' care for a hospitalization in November 2014. Documentation indicated the complaint was received on 02/09/14 and a response was sent on 02/26/14 by staff member #6, the Executive Officer.
3. At 11:45 AM on 02/27/15, staff member #2, the QAPI Director, indicated the response letter was the only communication with the complainant that he/she was aware of.