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Based on interview and record review it was determined the hospital failed to provide a prompt resolution on 1 of 4 patient (Patient #1) grievances received by the hospital in January, 2015. Patient #1's daughter complained about Patient #1's care on 01/13/15, and she was never informed about the hospital's resolution of the complaint.

Findings included:

Patient #1 was a 62-year-old female with a history of Chronic Obstructive Pulmonary disease, Hypothyroidism, Morbid Obesity, and Hypertension. Prior to her admission she experienced Acute on Chronic Respiratory Failure, Acute Pneumonia, a Cerebral Vascular Accident (CVA) and Abdominal Wall Cellulitis. She was admitted from a local acute hospital for pulmonary rehabilitation as well as physical therapy on 01/06/15. Patient #1 was discharged on 01/13/15.

A Patient Complaint Resolution form dated 01/13/15 at 12:00 PM reflected Patient #1's daughter said that Patient #1 was not being fed by staff, her gown was dirty, and her hair had not been washed in 3 days. The daughter addressed bathing and hair washing issues with the nurse on 01/11/15. The daughter wanted Patient #1 discharged by 01/16/15. " ...Actions Taken to bring Resolution... pt was transferred to [a local acute care hospital] @ daughter's request after a 2nd RRT [rapid response team] event ..." Personel #2 and #5 attempted to follow up with Patient #1's daughter via the telephone but their calls went unanswered. The satisfaction of the complainant was "Unknown." The form was signed by Personnel #2. Date of review was 01/13/15. The complaint was not resolved at "point of complaint." The category of the complaint was quality of care, communication and responsiveness of the staff.

During an interview with Patient #1's daughter on 04/15/15 at 8:30 AM she said the hospital never informed her about the results of their findings regarding her complaints. She said Personnel #2 said she would get back to her with the results within 3 days but she did not.

During an interview on 04/15/15 at 1:15 PM Personnel #2 was asked about the complaints voiced by Patient #1's daughter during a meeting on 01/13/15. A request was made by the surveyor for documentation of the investigation results, the dates and times of phone calls made to the complainant in an attempt to follow-up on the voiced complaints, and a hospital response letter to the complainant. Personnel #2 confirmed there was no documentation available, and a hospital response letter was never sent to the complainant.

The hospital's Patient Complaint and Grievance Process policy revised 02/15/15 indicated, " ...A complaint is considered resolved when the patient is satisfied with the actions taken on their behalf ... Complaints that require further investigation, further actions for resolution, or are postponed for later resolution are considered grievances ... a timely response to the inquiry that attempts to resolve the complaint is made by the staff present ... in all cases the hospital must provide a written notice (response) to each patient's grievance (s) ... Grievances are considered resolved when the complainant is satisfied with the actions taken on their behalf ... In its written response, the hospital must provide adequate information to address each item stated in this requirement ... Completing the Grievance Investigation and Resolution Form: a. Interview complainant, staff involved, and review pertinent documentation and enter findings on form. Attach additional documents as needed ..."