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.

HILLCREST MEDICAL CENTER 1120 SOUTH UTICA AVENUE TULSA, OK 74104 March 7, 2013
VIOLATION: PATIENT RIGHTS: REVIEW OF GRIEVANCES Tag No: A0119
Based on review of the hospital's grievance/complaint policy, grievance log and six grievances and interviews with hospital staff, the hospital failed to establish and maintain a grievance process that recognized and investigated all patient care concerns/grievances that were not resolve at the time the complaint was voiced and provided written notice to the complainant with all the required elements. This occurred for four of six grievances (Grievances #1, 2, 3, 4) that were not resolved at the time by the staff present.

Findings:

1. Grievances #1, initiated 03/01/13, documented a complaint that a patient rang for assistance and was told someone would be there, but no one came. The result was the patient had an episode of incontinence. The grievance report documented the issue was closed on 3/5/13. The report contained no documentation of investigation or written response to the complainant. Staff D stated on the afternoon of 03/07/13 that he talked with staff and the patient once he became aware of the complaint.

2. Grievance #2, initiated 09/18/12, documented a complaint was voiced about competency of staff. A staff member did not know how to get a patient up and as a result the patient experienced an incontinent episode in the bed. The grievance report documented the issue was closed on 11/28/12. The report contained no documentation of investigation or written response to the complainant. Staff D stated on the afternoon of 03/07/13 that he talked with staff.

3. Grievance #3, initiated 12/22/12, documented a patient was left in a chair alone and was found exposed and incontinent. The grievance report documented the issue was closed on 12/31/12. The report contained no documentation of investigation or written response to the complainant. Staff C stated on the afternoon of 03/07/13 that she got the message the next day and talked with staff.

4. Grievance #4, initiated 11/24/12, documented a concern with nursing staff's knowledge about a patient and care. The grievance report documented the issue was closed on 11/27/12. The report contained no documentation of investigation or written response to the complainant. Staff D stated on the afternoon of 03/07/13 that he tried to call the complainant three times and then closed the complaint.
VIOLATION: PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION Tag No: A0123
Based on review of the hospital's grievance/complaint policy, grievance log and six grievances and interviews with hospital staff, the hospital failed to develop a policy with all the required elements to recognize all grievances, and provide a timely written notice to the complainant with the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion. This occurred for four of six complaints/grievances that were not resolved at the time the grievance was initiated. These findings were reviewed on the afternoon of 03/07/13 with administration. No further information was provided.