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.

TEXAS HEALTH HARRIS METHODIST HURST-EULESS-BEDFORD 1600 HOSPITAL PARKWAY BEDFORD, TX 76022 Aug. 3, 2011
VIOLATION: PATIENT RIGHTS: GRIEVANCE REVIEW TIME FRAMES Tag No: A0122
Based on interview and record review, the facility did not follow their grievance process, in that, they did not meet their policy's specified time frames for a grievance, that "requires a written response or acknowledgement of receipt within seven days," for 1 of 1 patients (Patient #1).

Findings included:

It was reported that complaints were made regarding three hospitalization s for Patient #1 during 2010 (07/29/10, 07/30/10 and 11/24/10), and there had been no response from anyone.

Risk Management data revealed a verbal complaint to the facility was made on 09/28/10, through a telephone call to the facility's business office. The complaint was routed to the Risk Manager (Personnel #2) that day, and was listed on the facility's grievance log for that date.
Copies of correspondence between the facility Risk Manager and Patient #1, recorded the first response to the 09/28/10 grievance, was a letter sent 14 days later, on 10/12/10 from the Risk Manager (Personnel #2).

In an interview at 2:45 PM on 08/02/11 with the Risk Manager (Personnel #2), when asked if the first response to the 09/28/10 grievance regarding Patient #1 was within the 7 day timeframe required by the facility, she said "no," and verified this letter had been sent 14 days later, on 10/12/10.

Policy & Procedure:
The facility's "Patient Grievance Management" policy, last revised 03/09, noted the following:
5.1 "...the following complaints are considered a grievance, and require a written response or acknowledgement of receipt within seven (7) days:"
5.1.1 "Verbal or written complaints regarding patient abuse, neglect or harm to the patient when in the hospital."