Failure to Follow Up and Resolve Resident Grievances
Penalty
Summary
The facility failed to follow up and resolve grievances for a resident who had filed multiple complaints over a specified period. Documentation showed that while some grievances had resolution forms completed, there was a lack of follow-through, particularly when the resident indicated dissatisfaction with the outcome. For several grievances, there was no documentation of resolution or follow-up, and some issues were not addressed at all, despite being logged. The facility's grievance log and forms revealed gaps in timely investigation and communication of outcomes to the resident, as required by facility policy. Interviews confirmed that the process for handling grievances was not consistently followed, with the corporate licensed social worker acknowledging that grievances had not been addressed in a timely manner and that some had not been addressed at all. Facility policies required prompt investigation and communication of grievance outcomes, but these procedures were not adhered to, resulting in unresolved concerns and incomplete documentation for several grievances filed by the resident.