HospitalInspections.org

Based on document review and interview, it was determined that for 2 of 3 patients' (Pt. #17 and Pt. #18) complaints/grievances reviewed, the hospital failed to provide the patient/complainant a notification of final resolution letter within 30 days following receipt of the grievances in accordance with policy.

Findings include:

1. On 10/2/2024, the hospital's policy titled, "Resolution of patient complaints" (11/2023) was reviewed and included, "... Definitions: ... 2. Patient Grievance: A grievance is a formal or informal written or verbal complaint that is made to the Hospital by a patient, or the patient's representative, regarding the patient's care... abuse or neglect, issues related to compliance with CMSs Hospital Conditions of Participation of Participation...Procedure... e. Communication with Patient or Representative...3. Notification of final rresolution of the grievance is provided to the patient or representative within 30 calendar days of receipt of the grievance..."

2. On 10/2/2024, the complaint/grievance from Pt #18 was reviewed. On 6/5/2024, the hospital received a complaint from Pt.#18 regarding Pt.#18 desire to have a repeat ultrasound of Pt.#18 leg and to amend nursing documentation. No notification of resolution of the grievance was sent to the patient.

3. On 10/2/2024, the grievance/allegation of abuse from Pt #17 was reviewed. Pt #17's grievance, dated 08/07/2024, included allegations that the sitter had sexually abused Pt #17. An investigation was conducted and concluded on 8/8/2024. No notification of resolution of the grievance was sent to the patient.

4. On 10/2/2024 at approximately 12:20 PM, an interview was conducted with the Assistant Vice President - Patient Experience Officer (E#8). E#8 stated that for all patient grievances, a letter should be sent to the patient informing the patient of the resolution of the grievance filed.