HospitalInspections.org

Based on interviews and record reviews, the hospital failed to provide a written response to patient grievances for 1 of 1 patient (Patient #2), in that, Patient #2's grievances were not logged as grievances and no written response letters were completed per hospital policy.

Findings included:
1) Patient #2 left hospital AMA (Against Medical Advice) on 12/20/14 after discussing concerns regarding her hospitalization with Staff #5.
2) Staff #4 talked with Patient #2 on 12/21/14 about the 12/20/14 concerns voiced.
3) Patient #2 approached Staff #2 approximately one month after the incident in a public retail store and was "unhappy" with the 12/20/14 outcome of concerns voiced.
4) During an interview on 4/16/15 at 1:40 PM Staff #2 confirmed Patient #2's concerns were not logged as a grievance, and no written response letters were sent regarding Patient #2's concerns.
5) During an interview on 4/27/15 at 10:55 AM Staff #4 confirmed Patient #2's concerns were not logged as a grievance, and no written response letters were sent regarding Patient #2's concerns.
6) The hospital's Complaint/Grievance Process revised 10/1/13 revealed: "...Grievance: Written or verbal requests by a patient...to have Promise Hospital formally review the patient's concern or objection about the quality or appropriateness of patient care or other concerns...Grievances are documented in the Grievance Report section of Incident Reporting/Compliance 360 by the employee as soon as the grievance is received...Upon receiving the Grievance Report, the facility Director of Quality and Risk Management...responses (responds) to the originator of the concern in writing that their grievance has been received and is being investigated...A Follow-up response is provided to the patient...within seven days of the report...The written response must contain the following information: The name of the facility and contact person; The steps taken on behalf of the individual to investigate the complaint; The results of the process; The date of the completion of the process. If the grievance will not be resolved, or if the investigation is not or will not be completed within 7 days, the facility is to inform the patient...that the facility is still working to resolve the grievance and that the facility will follow-up with a written response within a specific stated number of days...The Director of Quality and Risk Management must maintain documentation of the facilities' efforts and proof of compliance with state, federal and regulatory standards. Concerns/complaints and grievances are logged for data management and filed by the facility Director of Quality and Risk Management..."