Failure to Document and Resolve Resident Grievances
Penalty
Summary
The facility failed to properly address and document the resolution of grievances raised by a resident's family member. The family member reported concerns during a phone call with the social worker, including allegations that a nurse was rude and that the resident was frequently found soiled, sometimes to the extent that her bedding was soaked. These concerns were documented in a typed note and a Concern Form initiated by the social worker and completed by the facility's administrator. However, the sections of the form designated for corrective actions and for indicating whether the filer was satisfied with the outcome were left blank. During an interview, the administrator acknowledged awareness of the grievances and confirmed that the nurse in question had been educated and that an offer to place an indwelling catheter was made but declined by the family. Despite this, there was no documentation on the Concern Form regarding the actions taken or the satisfaction level of the family. The facility's own grievance policy requires prompt efforts to resolve grievances and documentation of outcomes, but these steps were not completed in this case.