Failure to Provide Accessible and Anonymous Grievance Process
Penalty
Summary
The facility failed to develop, implement, and operationalize a comprehensive grievance policy and procedure, as well as ensure that grievance information was readily accessible to residents. During interviews and observations, it was found that grievance forms were not readily available in common areas, and there was no posting of the name or contact information for the grievance official. Additionally, there was no secure receptacle for residents to file grievances anonymously. Staff confirmed that residents needed to request grievance forms from staff at the nurse's station or social services, and completed forms were to be handed to staff, with no option for anonymous submission. A review of the facility's grievance policy revealed that written grievances were required to be signed by the resident or the person filing on their behalf, and did not provide for anonymous submissions. A resident reported that while grievance forms were available near the nurse's station, anonymity was not an option, as the facility required the resident's name on the form to address the grievance. These findings demonstrate that the facility did not provide residents with the ability to file grievances anonymously, nor did it make grievance forms and information about the grievance official readily accessible.