HospitalInspections.org

Based on documents review and interview, in 1 of 3 medical records reviewed, the hospital did not ensure that grievances are investigated and resolved in accordance with its Policy and Procedure (Patient #17).

Findings include:

The hospital Policy and Procedure titled: 'Complaints and Grievances' last updated 1/2018, states:
Grievances would be investigated in a timely manner... "A grievance is considered resolved when the patient/complainant is satisfied with the actions taken on their behalf."

Review of grievance log revealed that on 2/19/18, the hospital received a grievance from the "Partner" of a patient who was recently admitted. The Complainant reported that the patient had cancer and had been previously admitted to the hospital. She stated that during the recent admission from 1/16/18-2/18/18, the patient's care was inadequate; There was a lack of continuity of care resulting in delay treatment of the patient; Health Care Providers did not communicate effectively with each other; the patient's stomach and intestinal issues were not timely addressed; and there was a delay in providing appropriate nutrition for the patient.

Review of the patient grievance log showed that on 2/23/18, the hospital acknowledged receipt of the grievance. On 3/28/18, the hospital wrote another letter to the Complainant stating that the grievances were resolved. Both letters were signed by (Staff P) Patient Experience Coordinator.

There was no documented evidence in the log that the grievances were investigated and resolved.

During interview on 7/30/18 at 11:20AM with Staff P, he confirmed that he sent both letters to the complainant. He stated that he forwarded the grievance letter to the Chief Medical Officer for investigation and has not received an update.

Based on medical record review, document review, and interview, in six (6) of seven (7) Personnel files reviewed, the facility failed to ensure that security staff who applies 'manual hold' (a form of physical restraint) to patients are trained in the use of first aid techniques and are certified in the use of cardiopulmonary resuscitation (Security Staff D, J, K, L, T, and U).

Findings include:

Review of the medical record for Patient #1 identified a 66 year-old male who on 06/11/18 at 12:25 pm, became very agitated, and physically combative with security officers.

On July 27, 2018, at 10:35 am, during an interview with Staff J (Security Specialist), he stated that with the assistance of Staff L (Security Guard), they held the patient by his wrists and arms and placed him in bed. Staff J reported that he has no training in first aid techniques and he is not certified in the use of cardiopulmonary resuscitation.

Review of the medical record for Patient #3 identified a 44-years old male who presented to the facility on 07/25/18, at 09:35 am with altered mental status. It was noted that in an attempt to restrained the patient, he was manually held by Security Officers and an Emergency Medical Technician.

Review of personnel files for Security Staff D, J, K, L, T, and U revealed they have no training in first aid techniques and in cardiopulmonary resuscitation.

On July 27, 2018 at 01:43 pm, during an interview with Staff N (Chief Operating Officer), he acknowledged findings and stated that currently, Security Officers are not required to be trained in first aid techniques and Cardio-Pulmonary Resuscitation.