Failure to Ensure Resident Access to and Resolution of Grievances
Penalty
Summary
The facility failed to ensure that residents were able to voice and formulate grievances, have those grievances responded to promptly, and be provided with a resolution. During a facility tour, the surveyor was unable to find information about the grievance process posted in resident care areas, and the only information available was in the main lobby, which was not accessible to all residents. Review of the grievance binder showed the last grievance was resolved over a month prior to the survey, and during a resident group meeting, residents reported not seeing any postings about the grievance process and not knowing how to file a grievance except by reporting to staff. Residents also expressed uncertainty about the location of grievance forms and the identity of the grievance officer. Interviews with facility staff revealed confusion regarding the grievance process and the identity of the grievance officer. The Administrator, who had been in the role for about a month, was unsure about the previous process and stated that the social worker was responsible for grievances, while the social worker indicated that the Administrator was the grievance officer. The Activities Director was also unsure who the grievance officer was or who was responsible for providing updates and resolutions. The Ombudsman reported that concerns and grievances were submitted to administration but was not informed of any updates or resolutions, and residents she communicated with also did not receive updates on their reported concerns.