Residents Fear Retaliation for Voicing Grievances
Penalty
Summary
The facility failed to ensure that residents felt safe voicing grievances without fear of retaliation. This deficiency was identified through interviews and record reviews involving ten residents. Several residents expressed fear of retaliation if they reported grievances, with some stating that they had been advised by other residents not to complain about care. Specific incidents included a resident who reported that after complaining about delayed assistance, the staff's response worsened, and they experienced rough handling. Another resident mentioned being told by a CNA that they could not be changed every time they urinated, and they felt the staff were not nice when requests were made. During a resident council meeting, multiple residents expressed fear of reporting grievances due to potential retaliation by staff. They reported that retaliation included staff not answering call lights timely, not assisting with care, and being rough when providing assistance. One resident mentioned that the fear of retaliation was always present when they had concerns, and others in the meeting agreed. The facility's resident rights guidelines, revised in October 2023, state that residents have the right to voice grievances without fear of discrimination or reprisal, yet the residents' experiences contradicted this policy. The facility's failure to uphold its grievance policy and ensure a safe environment for residents to voice concerns was evident in the testimonies of the residents. The fear of retaliation was a common theme, with residents feeling that their complaints would lead to negative consequences, such as delayed assistance or rough handling. This environment of fear and intimidation prevented residents from exercising their rights to voice grievances, as outlined in the facility's resident rights guidelines.