Failure to Resolve Resident Council Grievances Regarding Call Light Response
Penalty
Summary
The facility failed to resolve ongoing resident council concerns and grievances related to call light response times for three of five residents reviewed. Resident council meeting minutes over several months documented repeated complaints about long call light wait times, with no evidence of resolution. Residents reported waiting from 30 minutes to over an hour for assistance, including instances where a resident remained in soiled conditions for extended periods. Interviews with residents confirmed that the issue persisted over time, and the facility's documentation did not show specific actions taken to address or resolve these concerns. Facility staff, including the Clinical Support Nurse and Activity Director, indicated that grievances were recorded and reviewed by management, but could not provide evidence of specific concerns or their resolution. The only available call light audits covered a limited period, and facility policies required that grievances and recommendations be brought to the attention of leadership and reported back to the resident council, which was not demonstrated in practice. The deficiency was identified through interviews, record reviews, and examination of facility policies and procedures.