Failure to Adequately Address Resident Grievances
Penalty
Summary
Facility staff failed to provide adequate responses to resident grievances, as evidenced by two of three grievance records reviewed. In one instance, a resident reported distress after a staff member caused the death of a plant that had sentimental value. The resident requested that the staff member not enter their room, but the staff member continued to enter to care for the roommate. There was no grievance form or documentation of the facility's response to this incident, aside from the staff member's written statement. The facility was unable to provide additional documentation such as a supervisor's order or follow-up regarding the resident's request and grievance. In another case, a resident reported repeated loss of clothing after the facility changed its laundry process to an external contractor. The resident stated that the issue had been reported to the social worker and management, but only two grievance forms were found, both from earlier dates, and no form was found for the most recent incident until after the surveyor's intervention. The resident continued to express frustration about missing clothing, and the facility acknowledged ongoing issues with the laundry contractor and delays in resolving residents' concerns.