HospitalInspections.org

Based on interview and records reviewed the hospital failed to ensure that 2 of 2 patient complaints (Pt #1 and Pt #6) from a total sample of 10 patients were provided a written response to each patient grievance.

The Hospital's policy titled Patient Grievance Committee, dated 3/20/16, indicated that written feedback is provided to the family/patient on the status of resolution of their complaint. The policy indicated that the correspondence will include the steps taken to investigate the grievance, the results of the grievance and the date of all the completed actions.

Two complaints, one dated 4/15/16 and the other dated 8/16/16 and the respective internal investigations and action plans, did not indicate a written notice regarding its decision of the grievance was provided to Pt #1 and Pt #6.

The Surveyor interviewed the Risk Manager at 2:30 P.M. on 9/12/16. The Risk Manager said the complaint investigation files did not have written response letters.