Failure to Inform Residents of Advocacy and Complaint Procedures
Penalty
Summary
The facility failed to ensure that residents were adequately informed about the state and local advocacy organizations and how to file complaints. During a resident council meeting, residents reported not knowing where the State Survey Agency (SSA) or State Long-Term Care Ombudsman information was posted, nor how to file a complaint. Observation revealed that the advocacy information was posted by the front entrance, but it was among other papers, not easily identifiable, and not within the line of sight for residents using wheelchairs. Review of resident council meeting minutes showed that the SSA or ombudsman information was not discussed during meetings. An interview with the Clinical Nurse Consultant confirmed that while residents received a copy of the information at admission and staff were expected to review it during meetings, there was no specific facility policy regarding the posting of local advocacy agencies.