HospitalInspections.org

Based on observation, interview and record review, 3 of 4 patients (#1, #2 and #3) who received treatment in the Emergency Department did not receive information on how to file a complaint/grievance, resulting in increased risk of all Emergency Department patients not receiving information on how to file complaints/grievances. Findings include:

On 7/15/14 at 1045 Patient Access (Registration) staff C stated that all patients coming into the Emergency Department for treatment receive "the blue folder." The blue folder, labeled "Welcome to (hospital name)" was reviewed. It contained information on patient rights, including how to file complaints and grievances. Staff C stated: "all patients get it (the blue folder) here (in the registration area) or in the ED (Emergency Department) as part of the registration process."

On 7/15/14 from 1050-1130 patients #1, 2 and 3 were interviewed in Emergency Department bays #31, #9 and #11, respectively. Patients #1, #2 and #3 stated that they had met with a Registration Clerk and signed registration forms. No blue folders were observed in any of these treatment bays. Each patient stated that they were not offered a blue folder or information on how to file complaints.

On 7/15/14 from 1050-1140 the Patient Access Registration Clerks (staff D, E and F) who registered patients #1, #2 and #3 were interviewed.
--Clerk D stated that she wasn't sure whether patient #1 was provided with a blue folder during registration. Clerk D stated, "it (the blue folder) is usually provided when the patient is signed in during registration."
--Clerk E stated that patient #3 was offered the blue folder and declined it.
--Clerk F stated that she could not remember whether or not the blue folder was given to patient #2.

On 7/16/14 at 1230 consent and registration forms for patients #1, #2 and #3 were reviewed with staff B. Patients #1, #2 and #3 and their Patient Access Registration Clerks (staff D, E and F) had signed a registration form stating, "I have received a copy of (hospital's name) Grievance Procedure." Staff B confirmed that these signed statements were inaccurate based on patient and staff observations and interviews conducted on 7/15/14 from 1050-1140.