Failure to Provide Anonymous Grievance Filing System
Penalty
Summary
The facility failed to implement a system that allowed residents and their representatives to file grievances anonymously. During an inspection, it was observed that there were no designated grievance drop boxes or similar systems available in areas accessible to residents and visitors. Resident Council members reported they were unaware of any method to submit anonymous grievances and stated that grievances had to be taken directly to a staff member, who would assist in filling them out, or to the social services person. The Activities Director confirmed the absence of an anonymous grievance box but mentioned that residents could call a facility hotline to leave an anonymous report. The Administrator also confirmed there was no anonymous reporting box and that grievances were typically given to staff or administrative personnel, with staff available to assist residents in calling the hotline if needed. The facility's grievance policy stated that residents should have a way to voice concerns or grievances without fear of discrimination or reprisal, and that information on how to file a grievance would be made available. However, the lack of an anonymous grievance system was inconsistent with this policy, as confirmed by staff interviews and the absence of accessible anonymous reporting mechanisms during the inspection.