Failure to Address and Document Resident Grievances Regarding Food Quality and Temperature
Penalty
Summary
The facility failed to promptly resolve resident grievances related to food quality and temperature for five residents who participated in Resident Council meetings. These residents consistently voiced concerns about the poor quality, lack of variety, and improper temperature of meals, including complaints about cold food, overcooked vegetables, repetitive menus, and insufficient fresh fruits and vegetables. Despite these ongoing complaints being discussed in both Resident Council and food committee meetings, there was no evidence that the facility took effective action to address or resolve the issues. Documentation of these grievances was lacking. Resident Council and Food Committee meeting minutes did not record specific resident complaints or detail any actions taken to address the concerns. The Activities Director acknowledged hearing the complaints but did not formally document them, instead relying on the dietary manager to keep notes in a personal notebook. The dietary manager confirmed that grievances were not officially completed, and there was no documentation to show that the residents' concerns were addressed or resolved. Interviews with facility staff, including the Administrator, Dietary Manager, and Regional Dietary Manager, revealed awareness of the food-related complaints but also confirmed the absence of a formal grievance process or paper trail to track the resolution of these issues. All five residents involved were cognitively intact, as indicated by their Brief Interview for Mental Status (BIMS) scores, and had repeatedly expressed their dissatisfaction with the food service without seeing meaningful changes or responses from the facility.