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TULSA-AMG SPECIALTY HOSPITAL, LLC
PATIENT RIGHTS: GRIEVANCES
Tag No.: A0118
Based on review of documents and interview, the hospital failed to adhere to their process for resolution of patient grievances.
Findings:
On 04/24/17, the surveyor requested complaints/grievances log and the policy and procedures for complaints/grievances. The CEO stated they had no complaints/grievances for 2017.
The Hospital policy Patient-Family Grievances, A.1.02 stated; "..the individual receiving the complaint will take any steps available to resolve the complaint, After documenting efforts to resolve the complaint, the event report should immediately be given to the Charge Nurse for immediate resolution..."
During an interview with Patient #12, the patient stated he had complained to multiple staff members, including the CEO, regarding issues he was experiencing, but had received no response.
During interview with Staff A and Staff B on 04/24/17 at 11:30 a.m., Staff A related an incident that occurred that should have been treated as a grievance, but had not been. Staff A and Staff B both agreed the policy for resolution of complaints and grievances was not being followed.