Every finding on record at Americas Best Hospice Care Inc

It is required that the written Patient Bill of Rights includes the right to voice grievances to the hospice, CHAP, or a state entity without fear of discrimination or reprisal; and the right to voice grievances regarding treatment or care that is—or fails to be—provided. This standard was not met as evidenced by document review, interview, and observation. Agency policy "Bill of Rights" (revised June 2022) stated in part, "The Bill of Rights statements defines the right of the patient to ...Receive written information describing the organization's grievance procedure which includes the contact information, contact phone number, hours of operation, and mechanism(s) for communication problems. The program shall describe in writing patient and family responsibilities and the mechanism to file a grievance and obtain a receipt that the information has been received by the patient or family. ..." A review of the agency's admission booklet, "Problem-Solving Procedure," revealed that the booklet stated in part, "If you [patient/family] feel that our staff has failed to follow our policies or has in any way denied you your rights, please follow these steps without fear of discrimination or reprisal: Notify the Administrator by phone...[or] You may also submit your complaint in writing to..." The address documented in the booklet for submitting complaints was that of a different agency owned by the corporation and in another city. Home Visit 1/Clinical Record 1: The patient elected hospice care on 08/02/2024 and resided at home. During the home visit with the Certified Nursing Assistant (CNA) [Personnel Record 7] on 08/07/2024, a review of the patient's agency-provided admission booklet documented an incorrect address for submitting complaints to the Administrator and agency. Home Visit 2/Clinical Record 2: The patient elected hospice care on 08/04/2024 and resided at home. During the home visit with the Registered Nurse (RN) [Personnel Record 3] on 08/08/2024, a review of the patient's agency-provided admission booklet documented an incorrect address for submitting complaints to the Administrator and agency. Home Visit 3/Clinical Record 3: The patient elected hospice care on 07/19/2024 and resided in a skilled nursing facility (SNF). During the home visit with the Chaplain [Personnel Record 6] on 08/08/2024, a review of the patient's agency-provided admission booklet, which had been reviewed with the patient's durable power of attorney (DPOA), documented an incorrect address for submitting complaints to the Administrator and agency. During an interview on 08/09/2024, the Director of Patient Care Services (DPCS) confirmed that the booklets documented an incorrect address. The DPCS stated that the admission booklets with the correct contact information, including the organization's address, were being printed and would be available for future patient admissions.