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.

FRANCISCAN HEALTH INDIANAPOLIS 8111 S EMERSON AVE INDIANAPOLIS, IN 46237 Aug. 4, 2017
VIOLATION: PATIENT RIGHTS: GRIEVANCES Tag No: A0118
Based on document review and interview, the facility failed to process prompt resolution of patient grievance in one of one facility.

Findings include:

1. Policy and procedure review: review of facility policy, Patient Complaint and Grievance Process Policy, policy: 32, last revised 11/9/2016, indicated, on page 1. A grievance is a formal or informal, written or verbal complaint that is filed by a patient or patient's representative. A complaint is registered with the organization after the patient's discharge. On page 2, and 3, Grievances, Service Excellence will send complainant a letter of acknowledgement or resolution from Service Excellence within seven (7) days ("seven day letter") of the receipt of the notification of a grievance.

2. Review of facility documents indicated, on 6/24/17, a report was received of abuse of patient. Description of alleged abuse and abuser were given. Facility documentation indicated facility investigated the report.

3. Interview on 8/4/2017, at approximately 4:40 P.M.,in the conference room with N1 (Administrative Director of Quality), confirmed, facility failed to send letter to compliant.