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Based on review of the complainant's letter attached to the patient satisfaction questionaire, Patient Grievance Process Policy # 1008 and interview it was determined the facility failed to respond to a patient grievance. The failed practice had the potential to affect all patients admitted to the facility.
A. The patient grievance process policy # 1008 stated after a complaint was received the patient or patient's Representative would be contacted within seven days to clarify the facts surrounding a complaint.
B. An interview was conducted with the Risk Manager at 1430 on 08/03/10. The Risk Manager stated she recived a copy of the Customer Satisfaction Survey and the attached letter written by the patient's wife on 07/22/10. She stated the patient satisfaction questionaire and the complainant's letter were passed on to the Regulatory Compliance Officer and the CNO on 07/30/10. The Risk Manager stated there had not been any verbal or written contact with the patient or complainant since the patient satisfaction questionaire and attached letter were received.

Based on review of the Chief Nursing Officer's Timeline of Issues document it was determined the facility failed to notify the patient's primary care physician of the patient's admission to the facility. The failed practice had the potential to affect all patients admitted to the facility. The Chief Nursing Officer's Timeline of Issues document revealed the patient's wife requested the facility contact the patient's primary care physician. There was no evidence the facility contacted the patient's physician.