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BAYLOR SCOTT WHITE THE HEART HOSPITAL CORINTH
PATIENT RIGHTS: NOTICE OF GRIEVANCE DECISION
Tag No.: A0123
Based on record review and interview, the facility failed in its resolution of the grievance. The facility must provide the patient with 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.
Citing the facility did not send a response letter for 1 of 1 complainant (Patient #1) who complained during the facility's follow-up telephone call on 5/08/2023.
Findings
The follow-up call documentation for Patient #1 reflected the patient was unhappy with the doctor, had a skin reaction, and requested a refund.
The facility's February 2022 reviewed "Patient Complaint and Grievance" Policy required, "sending response letters to complainants ...should be resolved within 7 days ...complex grievances ...no longer than 30 days ..."
During a telephone interview on 8/21/2023 ending at 9:35 AM, Personnel #3 was asked if the facility sent a response letter to the patient. Personnel #3 stated I did not.