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Based on record review and interview, the facility failed to enforce its grievance policy # PCS 11.02 and respond in writing when a patient made a complaint to facility staff expressing dissatisfaction with the care and services she received during her hospital admission. Citing one (1) patient named in a complaint.( Patient # 1).

Findings:

Review of complaint narrative revealed allegations the Patient # 1 was admitted to the facility's Emergency Room(ER) and was assigned a male nurse. The patient asked the male nurse to leave her room because she was uncomfortable with males.

The male nurse refused to leave the room and told her to get out of the bed because it was needed for another patient. Patient #1 refused to get out of the bed and security was called.

The Security Officer told her to ''get out of the bed or he would drag her out, hog tie her, and drag her off to jail". The patient stated she was discharged from the hospital and she was still sedated from her medication and had her I. V (intravenous) in.

The patient asked to speak to a ''Hospital person'' to make a complaint against the staff and no one came to speak to her.

Review of Emergency Room triage notes for Patient #1 dated 5/18/2017 revealed the patient arrived in the ER via EMS (Emergency Medical Services) at 20:46 with complaints of chest pain, shortness of breath and having anxiety for the past 3 days.

Patient #1 was placed in a room and was triaged by Staff G 57 (a male Registered Nurse).

Review of Emergency Room Nurses notes dated 5/19/2017 at 3:30 am revealed documentation the patient was told she was discharged for home but was refusing to leave.

She did not want the Charge nurse(Staff # H58) to take her IV out and requested to speak with a supervisor. House Supervisor at bedside, Patient requested (Staff H58) leave the room so she could speak with the supervisor.

During an interview on 7/28/2017 at the facility at 11:40 am with Staff C53 (Risk Manager) she stated after the patient was discharged from the hospital the patient called and left a message on her voice mail that she wanted to speak to her, but did not say what her concerns were.

According to the staff she called the patient back a few times but did not get a response.

Staff C53 stated she was informed on 5/26/2017 that Patient #1 called the Chief Operating Officer (COO) and made a complaint. Staff C53 stated she did not respond in writing to the patient since the COO had already talked to her.

During an interview at the facility on 7/28/2017 at 12:45 pm with Staff E 55 Registered Nurse Manager for the Emergency Room she stated Patient # 1 came to the hospital to speak to her after she was discharged.

The patient discussed her concerns about the care and services she received at the hospital. Staff E 55 stated she spoke to the patient at length but did not respond in writing.

During an interview on 7/28/2017 at 11:55 am with Staff D 54 Registered Nurse Director for the Emergency Room, she stated the facility tried to accommodate patients within reason.

She stated the Supervisor that spoke to the patient during her ER visit should have forwarded the patient's concerns through the grievance system but that was not done.

Review of the facility's Grievance Policy/Protocol # PCS 11.02 dated 8/20/14 revealed the following information:

"Whether a patient/family grievance is received by hospital staff in person, by telephone or in writing, a Patient and Family Complaint/Grievance report shall be originated by staff receiving the grievance.

The staff shall forward the Patient and Family Complaint/Grievance report to the manager/director of the affected department for investigation and resolution.

Each issue defined as a grievance will be followed up with a written notice of decision from the manager/director".