Failure to Notify Resident of Incoming Phone Calls
Penalty
Summary
A deficiency occurred when a facility failed to ensure a resident was able to communicate with persons outside the facility, specifically when the receptionist did not notify the resident of incoming phone calls from a family member. The resident, who had diagnoses of hypertensive heart disease without heart failure and depression, was admitted with a responsible party listed as a family member. Although the resident's history and physical indicated a lack of capacity to make decisions, the Minimum Data Set assessment showed the resident was cognitively intact. The family member reported that the receptionist would not notify the resident of calls if the resident was not visible in the lobby, and messages left with the receptionist were not relayed to the resident. The family member noted that when another receptionist was on duty, communication with the resident was facilitated promptly. The receptionist admitted that if the resident was not in the lobby, she would only page the assigned CNA, and if the CNA was unavailable, she would not notify anyone else, nor would she page the LVN, citing their busyness. The receptionist acknowledged that it was the resident's right to have access to phone calls. The Director of Nursing confirmed that the facility's expectation was for the receptionist to notify the CNA, LVN, or RN supervisor when a family member called for a resident. Facility policies reviewed indicated that residents should be given telephone messages when unable to take incoming calls and that residents have the right to communication with people and services both inside and outside the facility. The failure to notify the resident of incoming calls resulted in the resident not receiving important communication from their family member.
Plan Of Correction
F 550 Resident Rights Corrective Action: One-on-one in-service was provided to Receptionist 1 on 05/02/2025 and 05/07/25 by DON/Designee regarding the proper transferring of calls when residents have a phone call. DON/DSD initiated in-service on 05/02/2025 and 05/07/25 to all receptionists and staff regarding residents' rights to receive calls from outside the facility and properly communicate residents' concerns. Corrective Action Continued: Resident 1 is no longer in the facility. Other Residents Affected Identification: All residents have the potential to be affected by the deficient practice. Random residents who frequently received phone calls were interviewed on 04/30/25 and 05/07/25 by SSD/Designee to determine if there were any concerns about making or receiving phone calls. No other residents were affected by the deficient practice. Measures and Systemic Changes: Department Head room round form was updated on 05/07/2025 to include asking residents if they have any issues receiving calls. Any findings will be reported during stand-up to Admin and DON 5 times per week. Monitoring Performance: The DON/Designee will present the results to the QA Committee for monthly review for the next 3 months and quarterly thereafter or until substantial compliance is achieved.