HospitalInspections.org

Based on interview and record review the facility failed to adhere to its grievance policy for 7 of 9 sampled patients with documented grievances (Patient # 13, 14, 15,16, 17,18, 19).

Two(2) grievances were not investigated ; five (5) grievances: patients did not receive a written response post-investigation.

Findings include:

Record review on 09-28-17 of facility "Complaint List" for June through August 2017 revealed a listing of complaints by date, issue, and status. Nine (9) complaints were selected for review of facility investigation and follow-up.

Two(2) complaints had not been investigated:

Patient #13: on 08-07-17: complained of pain following an EGD (esophagogastroduodenoscopy) and colonoscopy. He felt he was discharged too soon.

Patient # 14: on 07-27-17: complained of receiving a bill from an out-of network radiologist after he had specifically requested an in-network provider.

Quality Manager # 12 was unable to provide an investigation of either of the above complaints.

Five(5) complaints were investigated; facility failed to provide the complainants a written response per facility policy.

Patient #15: ( 07-16-17 : dietary concerns)

Patient #16: ( 08-23-17: ER provider issues)

Patient # 17: ( 07-13-17: latex allergy; latex products used)

Patient #18: ( 07-19-17 : contradictory radiology findings)

Patient # 19: ( 06-02-17: staff behavior & attitude)

Quality Manager # 12 was unable to locate the facility's post-investigation written response to the above complainants.

Interview on 09-28-17 at 1:45 p.m. with Quality Manager # 12 , she stated she had very recently taken on the function of complaint investigation. She went on to say she was reviewing all the complaints and sending responses to those that had not been sent.

Interview on 09-28-17 at 3:15 p.m. with Chief Executive Officer (CEO) # 1 he stated the two previous staff persons responsible for complaint investigations and follow up "were under-performers and were no longer employed by the facility."

Record review of facility policy titled" Management of Patient and Family Complaints and Grievances," dated 02/2017, read: " ...D. Review, investigation and resolution of patient grievances ...d. if the grievance will not be resolved , or if the investigation is not or will not be completed within seven (7) days, the hospital will inform the patient...the hospital is still working to resolve ...the hospital will follow-up with a written response within a stated number of days but no longer than thirty (30) days.."