HospitalInspections.org

Based on record review and interview, the facility failed to ensure the right of each patient to a resolution of patient complaints concerning the quality of care for 3 of 14 patients (Patient #4, #6, and #7), in that, Patient #4, #6, and #7 submitted complaints and did not receive a resolution of the complaint concerning the quality of care from the hospital.

Findings included

The facility's Complaint and Grievance Log included 3 hospital patients with submitted complaints, Patient #4, #6, and #7.

Patient #4, #6, and #7 did not receive a resolution of their complaint concerning the quality of care from the hospital.

During an interview on 8/07/17 at 4:10 PM, Personnel #1 was asked for the three documented grievance files including the hospital's final letter to the complainant. Personnel #1 provided the files for review and stated, "No letters have been sent."

The facility's undated, Complaint and Grievance policy required, "Upon conclusion of the investigation ...a final written summary of the investigation will shall be maintained by the Health Care Quality and Risk Management department ...shall provide a written response to the patient/family making the grievance."