The information below comes from the statement of deficiencies compiled by health inspectors and provided to AHCJ by the Centers for Medicare and Medicaid Services. It does not include the steps the hospital plans to take to fix the problem, known as a plan of correction. For that information, you should contact the hospital, your state health department or CMS. Accessing the document may require you to file a Freedom of Information Request. Information on doing so is available here.
|NORTHWESTERN LAKE FOREST HOSPITAL||1000 N WESTMORELAND ROAD LAKE FOREST, IL 60045||Oct. 6, 2011|
|VIOLATION: PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION||Tag No: A0123|
|A. Based on review of Hospital Policy, complaint/grievance investigation, and staff interview, it was determined that for 1 of 2 (Pt. #1) patient complain/grievance the Hospital failed to ensure a written acknowledgement and response was provided as required by Hospital policy
1. The Hospital policy titled, " Complaint and Grievances, Patient and Customer, " reviewed on 10/4/11 at approximately 1:30 PM required, " A grievance is any formal or informal written or verbal expression of dissatisfaction with care ... A written complaint is always considered a grievance; as are complaint alleging abuse ...Any complaint which fits the grievance definition will require a written response to the complainant ... Grievance are processed in the following manner: 2. Written acknowledgement is sent to the patient with in seven days ...4. Within 10 days an action plan is developed and executed ...5. A written response will be sent to the patients .... "
2. The Complaint/Grievance investigation file was reviewed on 10/5/11 at approximately 9:00 AM. The file contained documentation of a complaint dated 9/13/11, from Pt. #1 and Pt. #1s' mother alleging inappropriate touching by a CT Technician during a CT scan procedure on 9/11/11 when she was a patient in the Emergency Department. The file did not contain any documentation of a written acknowledgment of the complaint and a written response to the patient as the policy required.
3. An interview with the Director of Operations was conducted on 10/5/11 at approximately 10:50 AM. The Director stated that a complaint was received from Pt. #1 and Pt. #1's mother on 9/13/1 with the allegations of inapproriate touching by a CT Technicain. The Director indicated that Pt. #1, who was subsequently admitted as an inpatient on 9/13/11, and Pt. #1's mother were verbally informed, while Pt. #1 was in the Hospital, that an investigation was initiated and actions were being taken. However, the Director indicated that a written acknowledgement and the subsequent response to the complaint was not sent to Pt. #1 as required by policy. The finding was confirmed with the Director of Operations during the interview.