Delayed Refunds to Residents Post-Discharge
Penalty
Summary
The facility failed to refund the residents or their representatives all refunds due within 30 days from the residents' date of discharge, as required by regulations. This deficiency was identified for three residents. Resident #1 expired and had a refund amount of over $1040 owed, which was only received by the family approximately 3 months and 8 days after the resident's death. Similarly, Resident #2 was discharged and received a refund of $23,857.87 approximately 3 months and 19 days later. Resident #3 also expired, and a refund of $664.63 was processed approximately 3 months and 19 days after discharge. 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. However, the BOM believed she had sent the refund requests on time and was unaware of the delay until the survey. She did not have access to the report showing the dates the checks were issued, which contributed to the delay in processing the refunds. The BOM agreed with the findings after reviewing the refund dates with the surveyor.
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 Office 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.