Failure to Provide Grievance Policy to Residents
Penalty
Summary
The facility failed to provide residents with access to the grievance policy, as required. Four residents reported during a resident meeting that they had been requesting copies of the grievance policy and information on how to file a grievance since November 2024, but had not received it. One resident stated that staff only advised them to speak to a staff member if they had a grievance, and that the Social Service Director was invited to explain the policy but did not do so. A review of facility bulletin boards confirmed that the grievance policy was not posted in any location. Interviews with facility staff revealed confusion and lack of clarity regarding who was responsible for providing the grievance policy to residents. The Social Service Director stated that the administrator had given the policy to the resident council, while the administrator said the policy was reviewed with the council but not personally distributed. The Activities Director reported notifying the administrator about the request but did not provide the policy herself. The Director of Nursing confirmed that any policy requested by residents should be provided. Resident council meeting minutes from January and February 2025 documented ongoing requests for the grievance policy to be posted throughout the facility, with responses indicating that the administrator would provide it and that it was posted on each unit, though this was not observed.