Failure to Document and Address Resident Council Concerns on Call Bell Wait Times
Penalty
Summary
The facility failed to ensure that concerns raised by the Resident Council, particularly regarding long call bell wait times, were thoroughly documented and addressed in a timely manner. Review of Resident Council minutes over a six-month period showed that residents repeatedly voiced concerns about call bell wait times at five out of six meetings. However, the facility was unable to provide documentation of resolution or follow-up for these concerns in the minutes from January and February. The only resolution plan noted was an ongoing audit, with no additional follow-up recorded. Interviews with the Resident Council President and a group of residents confirmed that the issue of call bell wait times was a recurring topic without any apparent resolution, improvement, or communication from staff about actions taken. The Activities Director stated that follow-up forms were to be completed and given to the responsible department, but could not provide information about meetings prior to her employment. The Director of Operations indicated that the grievance policy should be fully followed, including follow-up on concerns raised at Resident Council meetings.