Failure to Address Resident Grievances on Cold Food
Penalty
Summary
The facility failed to act promptly upon resident grievances and recommendations during monthly resident group meetings, specifically concerning the dietary department. Over a period of three months, residents consistently reported issues with cold food during resident council meetings. Despite these repeated complaints, there was no evidence that the facility took action to address these concerns. The facility's policy on resident council meetings emphasizes the importance of addressing resident concerns, but the facility did not demonstrate any response or rationale for the lack of action. Interviews with residents revealed ongoing dissatisfaction with the food temperature, with multiple residents reporting that their meals were often served cold. Residents expressed their grievances during meetings and even arranged a separate meeting with the Nursing Home Administrator (NHA) to discuss these issues. However, the residents reported that they were not updated on any actions taken to resolve the problem, and the issue of cold food persisted. The NHA acknowledged awareness of the problem, specifically noting that a heating device used to keep food warm needed replacement but had not been addressed. Despite the residents' efforts to communicate their concerns through formal channels, the facility did not provide evidence of any steps taken to resolve the issues raised, leading to a deficiency in addressing resident grievances effectively.
Plan Of Correction
The facility cannot go back retroactively to correct this issue. A Resident Council meeting was held on 12/20/2024 and concerns voiced were documented and acted upon promptly with a resolution. Resolutions will be reported to the individuals voicing concerns. The Interdisciplinary Team was educated by the Regional Nurse on the Resident Council process and acting upon any concerns in a timely manner as well as communicating actions taken to resolve those concerns. The NHA/designee will audit Resident Council Meeting minutes monthly to ensure any concerns voiced are acted upon promptly. Audits will be done monthly x 3 months. Results of the audits will be submitted to the quality assurance committee to determine if further action is needed.