Title Patient Complaint Management by otj26205


									                                                             Number: 03-28
                                                             Effective Date: October 14, 1991
                                                             Revised: March 1, 2000
                                                             Page: 1 of 3

                    UNIVERSITY HOSPITALS
Title: Patient Complaint Management

                    Prepared by:         Patient Grievance Task Force and
                                         Customer Services

                    Authorized by:       Original signed by the Executive
                                         Director and the Medical Director


It is the policy of The Ohio State University Hospitals to encourage
inpatients, outpatients, family members, and other visitors to share
their concerns and complaints. This feedback provides the Hospitals
with the opportunity to resolve issues and to improve care and
services. The Ohio State University Hospitals is committed to resolving
complaints satisfactorily, promptly and at the first level of contact,
whenever possible.

It is expected that all Hospitals staff, medical staff members and
volunteers will respond to patient complaints promptly and offer
reasonable and appropriate solutions. A patient complaint should be
discussed only with staff who has factual information and need to be
aware of the issue or with those who must participate in the solution.
In addition, departments shall work together in resolving complaints.

The act of voicing a complaint will not jeopardize the care a patient
is currently receiving, nor any future access to appropriate care.



      The process for addressing patient complaints and grievances is
      outlined in the “Patient Rights and Responsibilities” brochure.
      Patients and visitors are encouraged to share their concerns with
      any member of the healthcare team. If a patient or visitor is
      unable to resolve their concerns, they may contact the Department
      of Customer Service. Customer Service staff will act as an
      advocate for the patient or visitor by representing their
      interests and facilitating communication with appropriate
      individuals within the Medical Center.
                                                             Number: 03-28
                                                             Effective Date: October 14, 1991
                                                             Revised: March 1, 2000
                                                             Page: 2 of 3

                    UNIVERSITY HOSPITALS
Title: Patient Complaint Management


      1.     Patients, family members or visitors may voice a complaint
             at any time. Any staff member who receives a complaint
             should, whenever possible, attempt to resolve it by
             appropriate intervention. This may include discussing the
             issue with staff and physicians, reviewing the chart, and
             consulting with others as necessary. When possible,
             immediate corrective action should be taken. Recognizing
             the complexity of some complaints, resolution may not be
             achieved immediately.

      2.     If a patient complaint relating to the clinical care
             rendered by the attending physician or a physician member of
             the treatment team is received by any staff member or
             volunteer, the individual should contact that physician, the
             attending physician, or the Office of Physician Relations
             for resolution of the complaint.

      3.     In circumstances where immediate resolution is beyond the
             scope of the staff member, the complaint should be reported
             to his/her immediate supervisor or manager for resolution.

      4.     If the issue cannot be resolved at this level, the
             supervisor or manager will then refer the complaint, with
             all appropriate information (individual's name, location,
             phone number, and the circumstances leading to the
             unresolved issue), to Customer Services for consultation and
             assistance, to the Administrator-on-Call, or, after regular
             business hours, to the Hospital Administrative Manager.

      5.     If a complaint is received in one department about another
             area, the receiving department should refer the complaint to
             that area for review and resolution.

      6.     Documentation of inpatient complainant issues and resolution
             should be documented on the Hospitals Complaint Management
             Form. Ambulatory care areas should document patient
             complaints on the Issue Documentation Form (IDF). The forms
             are available on the Hospital Intranet site under Staff
             Resources – Forms. Department complaints should be
             periodically reviewed to identify trends to be incorporated
             into the unit/department performance improvement
                                                             Number: 03-28
                                                             Effective Date: October 14, 1991
                                                             Revised: March 1, 2000
                                                             Page: 3 of 3

                    UNIVERSITY HOSPITALS
Title: Patient Complaint Management

C.    Patient Grievance Process

      1.     If a patient or family member has shared their complaint
             through the outlined processes and still feels the complaint
             has not been resolved or wishes to file a formal grievance,
             they may submit a written grievance to the Department of
             Customer Service requesting a review of their concerns.

      2.     Upon receipt of the written grievance, a grievance committee
             will review and investigate the grievance. The committee
             will consist of a representative from Customer Services, the
             Administrator-on-Call and the Risk Manager-on-Call. Other
             appropriate staff may be requested to participate in the
             review, depending on the nature of the grievance.

      3.     If the Grievance Committee finds that the complaint is
             related to a quality of care issue involving a physician,
             the Committee will immediately refer those aspects of the
             complaint to Quality and Operations Improvement.

      4.     A written response to the formal grievance will be provided
             to the patient within 30 days of receipt of the written


      Significant complaints, problems, or concerns from Patient
      Satisfaction Surveys will be reviewed as they are forwarded to
      Quality and Operations Improvement. Quality and Operations
      Improvement will direct these complaints to the appropriate areas
      for investigation in a timely manner for resolution and follow-up
      including a response to the patient. The response may be in
      person, via telephone or via letter depending upon the individual
      circumstances surrounding the complaint.

      Reports will be generated by Quality and Operations Improvement on
      a quarterly basis summarizing the nature of patient complaints
      received to assist in organizational monitoring and quality
      management activities.

For further questions regarding the Hospitals Policy on Patient
Complaint Management, contact Customer Services.

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