Failure to Address Resident Council Grievances
Penalty
Summary
The facility failed to respond to and resolve concerns raised by residents during monthly resident council meetings over a three-month period. Resident council minutes from February, March, and April documented repeated grievances regarding staff, including aides and nurses using cell phones and ear buds while on duty, delayed response times to call lights, and staff speaking Spanish in resident rooms and hallways. Despite these concerns being consistently reported in the council meetings, there was no supporting documentation indicating that the facility addressed or resolved these issues. Interviews with the Activities Director and the Administrator confirmed that concerns raised in resident council meetings should be reported to the Administrator and addressed in a timely manner, with documentation of resolutions filed with the council minutes. However, the Administrator was unable to locate any records of resolutions for the concerns raised from February to April, and residents reported that their issues were not being addressed. The lack of documented follow-up and resolution constitutes a failure to honor residents' rights to have their grievances addressed through the resident council process.