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.

NORTHWESTERN MEMORIAL HOSPITAL 251 E HURON ST CHICAGO, IL 60611 July 18, 2019
VIOLATION: PATIENT RIGHTS: GRIEVANCES Tag No: A0118
**NOTE- TERMS IN BRACKETS HAVE BEEN EDITED TO PROTECT CONFIDENTIALITY**

Based on document review and interview, it was determined that for 1 (Pt. #1) of 2 grievances reviewed, the Hospital failed to ensure that the grievance process was followed as required.

Findings include:

1. On 7/17/19 at approximately 3:58 PM, during an interview the Director of Patient Care (E #11), E #11 stated, "Pt. #1 had filed a grievance on 6/18/19 during his visit. The grievance was received through a third-party answering service (contract service) that the Hospital uses when they are unable to answer the calls directly or on off hours. An email is generated and reviewed the following day. However, this grievance for (Pt. #1) was missed and not followed through."

2. On 7/17/19 at approximately 4:00 PM, an email dated 6/18/19 that was generated from the Answering Service (contract Service) was presented and included "...Taken 6/18/19 at 10:25 AM...Caller [Pt. #1]...Message: [Pt. #1 stated he tried reporting a crime on Monday ended up being taken to a psych [psychiatric] ward, given [medication] against will, has bruising by security."

3. The clinical record of Pt. #1 was reviewed on 7/17/19. Pt. #1 was a [AGE] year old male that (MDS) dated [DATE] at 10:09 AM, via ambulance with a chief complaint for a psychiatric evaluation due to erratic behavior. Pt. #1 remained in the Emergency Department until he was transferred on 6/19/19 to a Psychiatric Hospital via ambulance for further psychiatric care management.

4. On 7/18/18 at approximately 10:00 AM, the Hospital's policy titled "Complaint and Grievance Management" (effective 9/7/19) was reviewed and included "...B...Grievances also include concerns related to patient care, abuse or neglect...which cannot be resolved at the time of the complaint by staff present...is referred to other staff for later resolution, requires investigation, and/or requires further actions for resolutions...V...f. For complaint or grievance occurring while the complainant is an inpatient, the review will be initiated within the next business day or the receipt of the notice. g...For complaints or grievances received for discharged patient...an acknowledgement of the complaint will be provided typically within two business days, by telephone."