Failure to Provide Grievance Information and Access to Residents
Penalty
Summary
The facility failed to provide 12 out of 20 confidential residents with information regarding their rights to file grievances, including access to the grievance procedure, forms, and the ability to file grievances anonymously. During a Resident Council meeting, these residents reported that they had not been informed about the grievance process, did not know where to obtain grievance forms, were unaware of the option to file anonymously, and had not seen postings of the grievance procedure in prominent locations. All 12 residents had been living in the facility for over six months. Observations confirmed that the facility did not have grievance procedures posted in prominent areas, and grievance forms were not available for residents. An interview with the ADM revealed that there was no process for residents to submit grievances anonymously and that staff typically completed grievances electronically on behalf of residents. The ADM was unaware that the grievance procedure was not being discussed in Resident Council meetings. A review of the facility's grievance policy indicated that forms should be available on each floor and in the social service office, but this was not being followed in practice.