HospitalInspections.org

Based on medical record review, hospital documents, observation, and staff interview, there was no evidence that patients and or patient representative were given the State Agency (Oklahoma State Department of Health-OSDH) contact information for lodging complaints and grievances. This occurred in 24 (#1 through #24) of 24 medical records reviewed.

Findings:

1. On October 20, 2015 at 8:20 a.m., the surveyor asked for the hospital's Patient Admission Packet with notice of patient's Rights and Complaint and Grievance information. A patient rights admission packet was provided by Staff A.

A hospital document titled, "Patient Rights" documented, "...you or the individual designated to the Hospital will be made aware of the state Department of health to which you may address grievances..." 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.

2. On October 20, 2015 at 9:00 a.m., the surveyor toured the facility with the Chief Nursing Officer (CNO). The surveyor observed posters throughout the facility. The posters did not have all of the State Agency's contact information including the OSDH website for lodging complaints and grievances.

3. On October 21, 2015 at 9:40 a.m., the surveyor asked Staff A to identify the State Agency's contact information in the Patient Admission Packet. Staff A was unable to find the information. Staff A told the surveyor to ask Staff B.

4. On October 21, 2015 at 10:00 a.m., the surveyor asked Staff B to identify the State Agency's contact information in the Patient Admission Packet. Staff B told the surveyor the State Agency's contact information was not in the Patient Admission Packet or in the Patient Rights.