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BAYLOR SCOTT & WHITE MEDICAL CENTER AT IRVING 1901 N MACARTHUR BLVD IRVING, TX 75061 July 16, 2019
VIOLATION: PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION Tag No: A0123
Based on interview and record review the hospital failed to provide a written resolution to 1 of 1 (Patient #1) patient in response to a grievance submitted after discharge.

Findings included

The electronic medical record for Patient #1 reflected, "Physician Note: Delivery 3/07/19 at 03:44 AM...Discharge 3/09/19..."

The 4/29/19 documented complaint for Patient #1 was available and reviewed. There was evidence of investigation, and leadership over site. The investigation reflected a detailed interview on 5/17/19 with the nurse in question. There was no letter of resolution sent to the complainant after the investigation was completed and resolved. The complaint was closed 5/02/19.

During a telephone interview on 7/16/19 at 4:10 PM, Personnel #3 was asked about a resolution letter sent for the 4/29/19 complaint. Personnel #3 stated, "No. They did not send one. The complaint came through billing. We like to clarify the issues. They were never able to talk with the family to clarify the complaint."

The Hospital's 5/23/19 last reviewed, "Patient Complaints and Grievances" policy reflected, "when a grievance is resolved, the patient is notified, in writing, of the resolution of the grievance...Contact person's name...Steps taken to resolve the grievance...Results of the grievance process..."