HospitalInspections.org

At a minimum:
In its resolution of the grievance, the hospital must provide the patient with written response of its decision to each patient's grievances. The response is to include the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process, and the date of completion.

Based on interviews and record reviews, the hospital failed to provide a written response to patient grievances for 1 of 1 patient (Patient #1), in that, Patient #'1's grievances had no written response.

Findings included:
1) Patient #1's family member sent a letter of grievances to Staff #7.

2) Staff #7 provided Patient #1's family member letter of grievances to Staff #1.

3) Staff #7 talked by telephone with Patient #1's family member regarding Patient #1 would not be accepted back at the facility.

4) Staff #1 included Patient #1's family member letter of grievances in the facility Complaints and Grievances Notebook.

5) During an interview on 8/26/15 at 2:35 PM, Staff #1 stated, "We chose not to do" a letter because it was "more of a he said, she said," and Staff #7 had telephoned Patient #1's family member, and a letter would not resolve the concerns.

6) The facility's Grievance Policy and Procedures, last revised: 02/2015 revealed: "Purpose: To establish a process for prompt and effective resolution of patients', families', and visitors' complaints and grievances...committed to meeting or exceeding our patient's expectations of care and services. Effective resolution of complaints and grievances is an important factor in achieving patient satisfaction. Patient complaints are opportunities for improvement and should receive respectful, prompt and efficient attention ...Grievance:..Cannot be immediately resolved to the patient's satisfaction ...Is of a significant nature such as patient care and treatment issues, or ...The patient is not satisfied with previous actions taken ...A written complaint ...Procedure: ... Grievances: ...The grievance will be investigated by hospital leadership ...The facility CEO or their designee will provide the patient with a verbal or written response within 3 business days or the receipt of the grievance and will maintain communication every 3 working days until the point of resolution ...Upon resolution of the issue, the CEO will provide to the patient or patient representative, written communication containing: i. Facility Contact Person. ii. The steps taken on behalf of the patient to investigate the grievance. iii. The findings and determination. iv. The date of completion. v. This written communication will be sent to the patient with(in) 10 days of the resolution ..."