Failure to Provide Accessible Anonymous Grievance Boxes
Penalty
Summary
The facility failed to ensure that anonymous grievance boxes were readily accessible for residents, resident representatives, or visitors on all three nursing floors. Observations revealed that no grievance boxes were present on the Second, Third, or Fourth Nursing Floors. The only anonymous grievance box observed was located in the lobby hallway, but it was blocked by six wheelchairs, making it inaccessible. Staff interviews confirmed the absence of grievance boxes on the nursing floors and the inaccessibility of the box in the lobby. The Social Worker and Grievance Officer were not aware of any grievance boxes on the nursing units, and residents reported not knowing where to find a grievance box or how to file a grievance anonymously. The facility's Resident Rights policy states that residents have the right to make complaints without fear of reprisal and that the facility must address grievances promptly. However, the lack of accessible grievance boxes and the staff's lack of awareness regarding their location prevented residents from exercising this right. During a group interview, several residents indicated they were unsure how to file grievances anonymously and typically gave their complaints directly to the social worker.