HospitalInspections.org

Based on record review and interview the hospital failed to provide the patient with a written notice of its decision that contains the name of 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 for 2 of 2 (Patient#1 and Patient #2) patients in that grievances were filed with the hospital that did not appear on the complaint and grievance log.

Findings included:

On 01/26/23 Personnel #11 sent an email to Personnel #1 regarding a telephone call they had received from Patient #2's foster mother. The email stated that Personnel # 12 was contacting Patient #2 after she had been discharged from the facility.
During an interview with Personnel #1 on 02/13/22 at 1123 Personnel #1 stated they had received a call from a detective with the Garland Police Department trying to get in contact with Personnel #5 regarding allegations that Personnel #5 had assaulted Patient #1 and another patient. Personnel #1 stated they had received the call approximately two weeks ago during the week of 01/30/23.
During a review of the complaint and grievance log for January and February of 2023 neither of the above grievances were listed on the grievance log.

During an interview with Personnel #1 on 02/13/23 ending at 1350 Personnel #1 stated they had not opened a grievance related to the concerns expressed in the phone call from Patient #2's foster mother. Personnel #1 stated they had not opened an investigation into the allegations of the abuse of Patient #1 by Personnel #5.

The policy titled Grievance Procedure dated 07/17/19 reflected..."Patient complaints that become a grievance include situations where a patient or a patient's representative telephones the hospital with a complaint regarding their care or with an allegation of abuse or neglect...All verbal or written complaints regarding abuse, neglect, patient harm...are to considered grievances...Procedure...4...A. Evaluate reported grievances thoroughly and objectively, obtaining additional information as needed; B. Provide a response to a patient and/or other person making a grievance complaint within seven days of receiving the grievance...C. Take action to resolve all grievances promptly and fairly; and D. Document all grievances, including the final disposition, and keep the documentation in a central file.