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.
|MEMORIAL HERMANN - TEXAS MEDICAL CENTER||6411 FANNIN HOUSTON, TX 77030||Dec. 5, 2017|
|VIOLATION: PATIENT RIGHTS: GRIEVANCE REVIEW TIME FRAMES||Tag No: A0122|
|Based on interview and record review the facility failed to ensure compliance to its grievance policy in one of one sampled patients with documented grievances (patient #1).
The patient did not receive timely post-investigation communication (phone, meeting, formal written acknowledgement) as indicated in the hospital policy.
Interview on 12/5/2017 with the customer relations staff revealed, patient #1 received a notification letter on 10/31/2017 and received a phone call from customer relations on 11/27/2017 (19 working days).
Record review on 12/5/2017 of the notification letter dated 10/31/2017 stated "Your concerns will be carefully reviewed by the staff, and upon completion of the review, we will respond directly to you. You may expect a call within ten (10) working days".
Record review of the facility policy Complaint/Grievance, Hospital Response dated 2/18/2014 stated Patient relations will coordinate final written notices of resolution within thirty (30) calendar days.