Failure to Provide Communication Support for Non-English Speaking Resident
Penalty
Summary
A deficiency occurred when the facility failed to ensure effective communication with a resident who was unable to speak English. The facility's policy required providing appropriate support and assistance for communication, including the use of qualified interpreters and alternative communication tools for residents with language barriers. Despite documentation in the resident's care plan and admission records indicating a preference for Spanish and a need for an interpreter, staff did not provide these services. The resident, who had a history of COPD, was moderately cognitively impaired and was receiving hemodialysis. She had an active order for pain monitoring and a documented history of a right heel wound. Pain assessments recorded a pain level of zero, but during interviews conducted in Spanish, the resident reported severe, ongoing pain in her right heel and stated that she had repeatedly informed staff about her pain without any action being taken. She also reported that staff did not understand her due to the language barrier and that she was not offered a translator or communication tools, making it difficult to communicate her needs. Staff interviews revealed a lack of awareness regarding the resident's language needs, with both the DON and a CNA incorrectly believing the resident spoke English. No communication tools or language line services were used, despite their availability. The resident's representative also confirmed the absence of Spanish-speaking staff and expressed that having a translator would be beneficial. The facility's failure to provide appropriate communication support resulted in the resident's pain not being properly assessed or addressed.