HospitalInspections.org

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Based on interview and record review it was determined the hospital failed to implement established procedures for the submission of Patient 5's grievance to the hospital. Findings include:


According to hospital records Patient 5 had been admitted to the hospital Emergency Department on 2/25/10 for medical follow-up to a prior visit. During that admission, Patient 5 expressed a complaint to hospital management staff. On 3/2/10 Patient 5 detailed the complaint in a written letter to the hospital.

Record review determined the hospital had a policy "Complaint/Grievance Procedure," that outlined specific procedural steps that were to be followed in the submission of a patient complaint. According to that policy, if a complaint reaches a manager and is unresolved, it will be considered a "grievance" and a Patient Inquiry/Complaint Form will be forwarded to Patient Relations. Once a grievance is received the patient will be notified of the receipt of the grievance and the timeframe needed to complete the investigation.

Interview with Witness 2 on 3/15/10 and record review determined the policy had not been followed as planned. A Patient Inquiry/Complaint Form had not been initiated on 2/25/10 as directed by policy. In addition, there was no documented evidence that Patient 5 had been notified of the receipt of the written grievance following the 3/2/10 letter as required.

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