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.
|RIVER PARK HOSPITAL||1230 SIXTH AVENUE HUNTINGTON, WV 25701||Feb. 28, 2018|
|VIOLATION: PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION||Tag No: A0123|
|Based on document review and staff interview it was determined the facility failed to follow their own written complaint policy by not providing written notice of the facility's complaint investigation outcomes to the patients' representatives in six (6) out of six (6) complaints reviewed. This failure has the potential to negatively impact patients by leaving them with unresolved complaints.
1. The policy, "Patient Family Grievance", last revised 06/2017, was provided for review and states in part: "If a patient or patients' representative wishes to file a formal or informal written or verbal complaint to the hospital regarding patient care, once the issue has been resolved, the Patient Advocate shall provide a timely written response whether a letter or a copy of the grievance resolution form to the patient/resident and/or family member."
2. Review of the facility's complaint log revealed there were three (3) patient representative complaints to date in 2018 and three (3) patient representative complaints in 2017 for a total of six (6) documented complaints. The facility was unable to provide documentation each complainant received a written response of the grievance resolution.
3. An interview was conducted with the facility's Patient Advocate on 2/28/18 at 8:40 a.m. She stated: "I didn't realize I had to send a letter to inform the complainant of the findings after the investigation was completed." When asked if she had provided a written response to the patient representative complaint dated 2/6/18, which was resolved on 2/12/18, she stated, "No, not yet." She concurred with the above findings.