HospitalInspections.org

Based on policy review, review of patient grievances and interview the facility failed to follow established processes for prompt resolution of patient grievances. This failed practice did not ensure patient grievances were investigated, resolved and the Complainant notified of the actions taken. The findings follow:
A. Policy #323 was reviewed and reflected the following process was to be followed for patient grievances.
Procedure:
1. Staff members receiving a complaint about patient care/patient issue by a patient, patient's family or others will take the following steps:
1.1 Respond immediately to the complaint and/or report to House Supervisor for resolution.
1.2 Document the complaint using the Patient Concern of Care report form. I staff present and /or the House Supervisor cannot resolve the complaint the grievance process will be initiated.
1.3 Forward the grievance to the Patient Advocate or his/her designee or if not available, the RN (Registered Nurse) Supervisor for immediate documentation of receipt of the grievance.
2. Patient Advocate/designee/RN Supervisor
2.1 Will acknowledge receipt of the grievance by documenting the time and date of the grievance on the grievance form This documentation will be completed within 24 hours...

B. Patient grievances were requested for review but none was provided.

C. Interview with the Patient Advocate at 1640 on 06-02-14 revealed there was nothing to review regarding the grievance process. The Patient Advocate stated the Complainants were contacted by phone but nothing was documented regarding the contact, investigation or results of the investigation.