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.

ASCENSION PROVIDENCE HOSPITAL, SOUTHFIELD AND NOVI 16001 W NINE MILE RD SOUTHFIELD, MI 48075 March 4, 2020
VIOLATION: PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION Tag No: A0123
Based on document review and interview, the facility failed to follow their policy and procedure for one of two patients (#5) reviewed for complaints and grievances alleging abuse resulting in the potential for less than optimal outcomes for patient #5. Findings include:

On 3/3/2020 at 1400, review of the Grievance and Complaint Logs was conducted with Patient Relations Staff H and I and revealed patient #5 had filed a complaint on 2/14/2020. At that time Staff I explained that she did not process the complaint. Staff I said Patient Relations Staff J processed the complaint and she would be returning to work on 3/4/2020. Review of the complaint revealed patient #5 reported "the nurse in charge" was rude and spoke to her in a nasty way. The patient also requested in filing her complaint that the manager be notified as well and the "person above her."

On 3/3/2020 at 1415 Staff I explained the complaint was forwarded to Nurse Manager Staff R for investigation and resolution. Staff I provided a closure letter dated 2/26/2020 that acknowledged a grievance had been filed on her (#5's) behalf on 2/17/2020 that addressed the patient's concerns related to the "charge nurse's" comments, and rude and non-caring behaviors. The letter documented the investigation was completed on 2/26/2020 with assurance that appropriate administrative follow-up had taken place. The letter identified Clinical Nurse Manager Staff R as the administrator responsible for the review. However, Staff R was also identified as the "nurse in charge", whose actions triggered the complaint.

On 3/4/2020 at 1100 Staff R was interviewed. She explained that when she received the complaint that she "self disclosed" that it was her. Staff R said she handled it. Staff R was asked to explain if her Director was involved in the resolution of the patient's grievance. She said no she was not involved.

During an interview on 3/4/2020 at 1330, the Director of the Critical Care Unit Staff J said she only became aware of the aforementioned concerns on 3/3/2020. Staff J confirmed the grievance should have gone to her as requested by patient #5.

Review of the facility's "Patient-Family Complaint and Grievance Process" policy dated last revised on 9/2010 documented:
E. The Patient Relations staff will evaluate the complaint/grievance and, as necessary assist in the resolution by explaining hospital policies and procedures, and involve the appropriate management personnel, including administration, to expedite services and/or take corrective action.