United States of America v. Washington Hospital Center - Settlement Agreement

Exhibit A

Washington hospital Center Patient ADA Disability Assistance Process

• Patient Request/Complaint to Patient and Guest Services Department (PGSD)

• PGSD provides informational notice to Clinical or Non-Clinical Specialist via Occurrence Reporting System (ORS)

• PGSD responds to request/complaint, working (if necessary) with WHC staff member identified in ADA Resource Manual

  • If satisfactory response, PGSD records in ORS

  • If unsatisfactory response or additional assistance needed, PGSD contacts Clinical or Non-Clinical Specialist to revivew

    • Clinical/Non-Clinical Specialist takes steps to respond to patient request/complaint

      • If satisfactorily resolved, Specialist notifies PGSD and ADA Officer; PGSD records in ORS

      • If unable to resolve, Specialist notifies PGSD & ADA Officer

        • ADA Officer reviews to determine whether alternative is available to address patient need and communicates to Specialist

        • Possible follow up communication to patient via Specialist

        • Report to Environment of Care Committee (EOCC) pursuant to Paragraph II.B.5 of Settlement Agreement; PGSD records in ORS