Failure to Promptly Resolve Grievance Regarding Lost Hearing Aid
Penalty
Summary
The facility failed to provide a prompt resolution or adequate follow-up on a grievance regarding a lost hearing aid for one resident. The resident reported a missing hearing aid shortly after admission, and the grievance was documented in the facility's grievance book. Notes indicated that the resident and family confirmed the missing left hearing aid and requested to see an audiologist for a replacement. However, there was no evidence in the medical record that the lost hearing aid was documented or that the resident was seen by an audiologist. The resident's daughter also reported that after filing the grievance, she did not receive any follow-up or information about obtaining a replacement, aside from being asked to fill out another consent form. During interviews, the administrator was unaware of the missing hearing aid and stated that an investigation and efforts to obtain a replacement should have occurred. The facility's policy requires prompt efforts to resolve grievances, including keeping the resident informed of progress and submitting investigative results for misappropriation of property. In this case, the facility did not follow its policy, as there was no documented investigation, resolution, or communication with the resident or family regarding the lost hearing aid.