HospitalInspections.org

Based on document review and interview, the facility failed to provide written notice of its investigation, decision and results for 1 of 7 complaints/grievances reviewed (patient #1).

Findings include;

1. Review of policy titled: "Patient Complaints/Grievances", for a Grievance Process: All department heads/managers and or designees are responsible to acknowledge the issue/complaint/grievance with the complainant within 72 hours not including weekends or holidays. If the grievance will not be resolved or if the investigation is not or will not be completed within 7 days, the Patient Advocate will inform the patient, or the patient's representative and a seven day certified letter will be sent notifying that the hospital is still working to resolve the grievance and that the hospital will then follow up with a written response, sent by certified mail, within 45 days.

2. Review of complaints/grievances indicated a complaint/grievance was filed related to the care provided to patient #1. The documentation indicated the information was reviewed by the Patient Advocate and forwarded to staff member #A3 (Behavioral Health Manger). Staff member #A3 phoned the family member and was informed that they had retained an attorney. At that point no further follow up with the family was done by the Patient Advocate and the case was closed. The documentation lacked evidence that a written notice was sent to the complainant of the investigation, decision made and results of an investigation.

3. Staff member #A2 (Manager Systems & Regulatory Quality) indicated in interview at approximately 9:30 a.m. on 9/30/21 that at any time the patient and/or family mention an attorney all communication with the Patient Advocate stops.