HospitalInspections.org

Based on a review of the facility's policy, medical record (MR) and interview with staff (EMP), it was determined that the facility failed to follow its policy for resolution of a grievance for one of one medical record reviewed (MR1).

Review of the facility's policy "Complaints and Grievances" last reviewed December 2, 2016, revealed "...1. If a grievance has been received by directors, managers, patient relations, administrators, staff members or the Director of Patient Experience in writing, in person and/or via telephone or has not been resolved at the point of service, patient grievances will be referred to the Director of Patient Experience, Patient Relations or designee for response, investigation, follow-up and resolution. 2. Staff members are expected to alert their managers when they learn of a potential grievance.

Review on March 1, 2017, of MR1 "Encounter Progress Note" dated October 5, 2016, at 8:11AM, by EMP6 revealed "Patient seen and examined at bedside. He states that he wasn't happy about his Peritoneal Dialysis last night as the hospital didn't have enough supplies for his dialysis..."

Review on March 1, 2017, of MR1 "Event Note" dated October 5, 2016, at 1:33PM by EMP20 revealed "Called by charge nurse because patient was agitated stating he wanted to leave the hospital against medical advice. Patient states the hospital cannot provide Peritoneal Dialysis..."

An interview conducted on March 1, 2017, at 1:45PM with EMP3 confirmed the Patient Experience Department had no knowledge of or documentation regarding the patient's complaint. Further interview confirmed the facility could not produce evidence of documentation that the staff had completed mandatory education on the facility's grievance and complaint process for the year 2016.

An interview conducted on March 1, 2017, at 3:00PM with EMP20 confirmed that the patient had verbalized his complaint about the facility's failure to provide peritoneal dialysis services during his inpatient stay to the nursing and medical staff. EMP20 stated "I was not aware that there was a compatibility problem between the patient's dialysis equipment and the hospital's equipment until I received a call from the charge nurse."