HospitalInspections.org

Based on clinical record review, policy and procedure review, observation, and staff interview, there was no evidence that the hospital established a process for patients to lodge a grievance with the State Agency (Oklahoma State Department of Health-OSDH). This occurred in eight (#1 through #8) of eight clinical records reviewed.

Findings:
Surveyors asked for all facility's policies and procedures. The hospital's Patient's Rights policy did not address patients being able to contact the State Agency directly to lodge a grievance.

The Surveyors observed on 08/22/13 at 1130, a document titled, "Patient Rights and Responsibilities" posted in the lobby which contained contact information for a State Agency for filing grievances, but the contact information was not for OSDH.

Surveyors asked for the patient rights handouts and admission packet. There was no documented evidence in the patient rights handouts and admission packet that patients were given the State Agency contact information, including the OSDH website, for lodging complaints and grievances.

The surveyors verified these findings with the Director of Quality (DoQ) and Chief Clinical Officer (CCO) at the time of review.