Delayed Refunds of Resident Funds
Penalty
Summary
The facility failed to refund the personal funds of three residents within the required 30-day period following their discharge or expiration. The admission packet of the facility clearly stated that any overpayment would be refunded within 30 days. However, for Resident #1, who expired, a refund of over $1040 was delayed, with the family receiving the check approximately 3 months and 8 days after the resident's expiration. Similarly, Resident #2 was discharged, and a refund of $23,857.87 was processed approximately 3 months and 19 days later. Resident #3, who also expired, had a refund of $664.63 processed after the same delay of 3 months and 19 days. The Business Office Manager (BOM) explained that the facility's process involves sending a package for each resident to the corporate office, which then processes the refunds. The BOM believed that the packages were sent on time but acknowledged that the checks were delayed. She noted that she did not have access to the report showing the dates the checks were issued, which contributed to the delay. The BOM agreed with the findings of the surveyor, indicating a lapse in the facility's refund process management.
Plan Of Correction
Facility denies and disputes the validity of this citation and completes this POC solely to meet the requirements of State licensure and Federal regulations. Facility further denies any and all statements, acknowledgements, confirmations, or comments attributed to facility staff as strictly hearsay. 1) What corrective action(s) will be accomplished for those residents found to have been affected by the deficient practice: Resident # 1 refund issued Resident #2 refund issued Resident # 3 refund issued 2) How you will identify other residents having potential to be affected by the same practice and what corrective actions will be taken: Quality review of discharged residents since to current to ensure refunds are issued within 30 days of discharge by the Business Office Manager/ designee to be completed by 3) What measures will be put into place or what systematic changes you will make to ensure that the practice does not recur: Business Office Manager re-educated by the Administrator on the components of this regulation and to ensure refunds are issued within 30 days of discharge completed 4) How the corrective action(s) will be monitored to ensure the practice will not recur, i.e., what quality assurance program will be put in place: Ongoing quality monitoring to be completed by the Business Officer Manager /designee to ensure refunds are issued within 30 days of discharge 2 x weekly x 4 weeks then weekly and PRN as indicated. The findings of these quality reviews will be reported to the Quality Assurance/Performance Improvement Committee monthly x 2 months or until substantial compliance is met then quarterly ongoing. Schedule to be modified PRN based on findings.