Failure to Maintain Professional Standards and Timely Response to Resident Needs
Penalty
Summary
Surveyors identified that the facility failed to ensure services were provided in accordance with professional standards of quality across all resident units reviewed. Direct care staff were repeatedly observed using personal electronic devices, such as cell phones and earbuds, in resident care areas and during times when they were expected to be providing care. Staff were also seen spending extended periods in the breakroom beyond their scheduled break and meal times, contrary to facility policy. These actions were in direct violation of the facility's staff handbook and policies, which prohibit cell phone use in resident areas and restrict break times. Multiple residents reported that staff did not answer call bells in a timely manner, with some residents experiencing wait times of up to 2.5 hours. Residents described staff as rude, unresponsive, and disrespectful, with some staff refusing to identify themselves or hiding their badges. Residents also expressed fear of retaliation if they complained about staff behavior. Observations confirmed that call bells were often silenced at the nurses' station without addressing the resident's needs, and staff sometimes instructed others to turn off call lights without checking on the resident. In several instances, staff were observed eating in resident dining areas and using their phones in front of residents, further contributing to a lack of professionalism and respect. Staff interviews corroborated these findings, with several staff members acknowledging that cell phone and earbud use was common despite being against facility policy. Some staff admitted to not enforcing these rules due to fear of being targeted by their peers. Supervisory staff and the DON confirmed that staff were not permitted to use electronic devices in resident areas and should not be in break rooms during resident care times. The lack of supervision, especially on weekends and during meal times, contributed to inadequate response to resident needs and a general atmosphere of disrespect and neglect.