Failure to Respond to Resident Council Grievances
Penalty
Summary
The facility failed to respond to grievances raised by the Resident Council, resulting in an ineffective forum for residents to present concerns and recommendations. The Resident Council President and other members consistently reported two main issues: delayed call light response and untimely meal service. Residents described situations where staff would turn off call lights and leave without meeting their needs, often not returning as promised. Additionally, residents reported long waits for meals, with some waiting over an hour in the dining room before being served. These concerns were repeatedly brought up at Resident Council meetings, but residents stated that the facility did not provide follow-up or feedback on actions taken to address the issues. Documentation reviewed from Resident Council meetings over a six-month period did not reflect any mention of the ongoing concerns about call light response or meal service delays, despite residents' claims that these were recurring topics. Only one individual concern about room cleanliness was documented and followed up. The Activities Director, who facilitated the meetings, stated that concerns were documented and addressed, but the records did not support this. The Nursing Home Administrator was unaware of the Resident Council's concerns, and residents reported that their issues were not revisited or resolved in subsequent meetings. Observations of the dining service confirmed significant delays in meal delivery, supporting the residents' complaints.