Every finding on record at Affinity Care of Georgia, LLC

Based on record reviews, staff interviews, complaint log and review of facility policies and procedures, it was determined the hospice failed to protect and promote patient rights by failing to respond to the patient representatives complaint/grievance for one patient (P) (P#1) of three sampled patients. --- Findings include: Review of the agencys policy titled ";Complaint Process," effective 3/1/2029 reveals the following:Purpose: To set forth guidelines for the resolution of concerns or complaints from internal or external sources, and to protect patient and family rights.4. The organization personnel receiving the complaint will discuss the complaint, verbally and in writing, with the clinical manager within five days of the alleged grievance. The clinical manager will investigate the complaint within five days after receipt and will make every effort to resolve the grievance to the complainants satisfaction. Response to the person making the complaint will occur within ten days of receipt. 8. Resolution information will be communicated in writing to the complainant. Within 30 days of receipt of the complaint, the complainant will receive written notice of the proposed resolution and a description of the appeal rights if the resolution is not satisfactory. Review of the agency policy titled ";Patient Services-Georgia," effective 3/1/2019 reveals the following:Purpose: To encourage awareness of patient rights and provide guidelines to assist patients in making decisions regarding care and for active participation in care planning.Y. Receive an investigation by the organization of complaints made by the patient or the patients family regarding treatment or care that is furnished, regarding the lack of respect for the patients property by anyone furnishing services on behalf of the organization and that the organization will document the existence of the complaint and the resolution of the complaint. Review of clinical record documentation revealed P1 was admitted to hospice services on 10/28/24 and expired on 11/10/24. P1 resided at a skilled nursing facility and was receiving hospice services. While on hospice services P#1 was noted to have a ring on finger. The hospice case manager notified the complainant of missing jewelry on 11/8/24. The agency staff failed to follow up with the complainant regarding the missing jewelry and failed to initiate an investigation to address the complainant's concerns. Review of the complaint log for the year of 2024 contained two complaints dated 1/15/25. The two complaints failed to reveal a signature to indicate who took the complaints and failed to reveal that the complainants were notified of a resolution to the complaints. The complaint reports were completed on 1/24/25. The complaint log failed to reveal an entry related to missing jewelry to indicate the complaint had been recorded and investigated. During an interview at the agency on 1/23/25 at approximately 12:00 p.m., the Executive Director stated that while at the nursing facility on 11/7/24, she was made aware of the missing jewelry incident by the patients case worker. According to the Executive Director, she did not think this would be considered a complaint and therefore did not initiate the complaint process. However, she reported that she reported the missing jewelry to the Nursing Home Administrator and was assured that they would conduct an active investigation. The Executive Director reported that no hospice investigation was completed by the agency because the family did not report a concern regarding the missing jewelry. During a telephone interview with the agency Case Manager (CM) BB, on 1/23/25 at approximately 2:00 p.m., CM BB reports that she spoke with the complainant on 11/8/24. CM BB reports that she reported the complainants concerns to her superiors so they could follow up. However, CM BB did confirm that she did not complete a complaint form regarding the complainants concerns. CM BB did verbalize that now that she thinks about it more, she realizes that she should have completed a formal complaint form.