Failure to Provide Original Documents and Deliver Mail to Residents
Penalty
Summary
The facility failed to provide a resident with her original documents upon request and failed to deliver mail to another resident as required by policy. In the first instance, a resident with no cognitive impairment requested her original documents from the Office Manager, expressing concerns that the provided copies were incomplete and altered. Despite the resident's request, the Business Office Manager only provided a copy, stating that the resident should have received the originals from the Department of Children and Families (DCF), and did not directly address the resident's request for the originals, even though original forms were available in the office. In the second instance, another resident, also with no cognitive impairment, reported not receiving any mail and was unaware of the mail distribution process. Interviews with staff revealed that mail addressed to residents is sorted by the receptionist and distributed by the activities staff. However, the process for determining whether mail addressed to both the resident and the facility should go directly to the resident or to the business office was inconsistently described, potentially leading to residents not receiving their mail as intended.