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.

NORWOOD HOSPITAL 800 WASHINGTON STREET NORWOOD, MA 02062 Dec. 15, 2016
VIOLATION: PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION Tag No: A0123
Based on interview and record review for two of ten sampled patients (Patient #2 and Patient #3), the Facility failed to ensure a timely response to their grievance as required by Hospital policy and procedure.
Findings include:

The Hospital's policy and procedure titled Complaints and Grievances, dated 7/29/14, indicated that a written notice will be provided to the patient within seven days after initial receipt of the grievance unless otherwise communicated to the patient.

The Hospital's grievance file for Patient #2's grievance, dated 10/19/16, indicated there was no communication with Patient #2 until 11/23/16 when a written response was sent by the Hospital to Patient #2.

The Hospital's grievance file for Patient #3, dated 10/20/16, indicated there was no communication with Patient #3 until 11/10/16 when a written response was sent by the Hospital to Patient #3.

The Surveyor interviewed the Patient Advocate at 9:50 A.M. on 12/15/16. The Patient Advocate said the written notice was not sent out according to Hospital policy to Patient #2 and Patient #3.