How about some real-time feedback from the survey process (if this is a foreign concept please refer to the previous blog).
The surveyors have started looking at personnel files and documentation of patient care. The feedback we’ve received to this point has been complimentary.
We have been able to clear up a few areas of misunderstanding from yesterday and to staff’s credit the observation of hand hygiene has been great!
There have been several questions from the surveyors about how we handle patient complaints and how we handle patient grievances. Patient complaints are those things that are handled at the time of service to the patient’s satisfaction. Concerns about billing usually fall into the complaint category as well.
A grievance is any written complaint about care and any verbal complaint not resolved at the time the complaint is made. Any complaint requiring investigation is considered a grievance. This is a rudimentary explanation of the definition but you get the drift…
There are specific requirements in the follow-up to a patient grievance. Correspondence with the patient who voiced the grievance must occur within 7 business days and it must be in writing. If follow-up can not occur in that time, a written explanation to the patient explaining when he or she should expect follow-up should occur. All grievances should be resolved as soon as possible.
We have a great grievance policy in-house and we’ve spent a lot of time helping the surveyors become familiar with our process.
I’ll try to continue to keep you informed of hot topics and topics that I believe staff should be familiar with throughout the remainder of the survey.
Keep up the good work. We’ve got a lot to be proud of and we need to be sure the surveyors get an idea of all the great things we do!