Failure to Inform Residents of Grievance Policy and Procedures
Penalty
Summary
The facility failed to inform residents about its grievance policy and procedures, as required. Review of the facility's policy indicated that multiple communication avenues should be available for residents, family, and staff to report concerns. However, during a resident group interview, all residents reported not knowing who the grievance officer was, how to file a grievance, where grievance forms were located, or what the process entailed. Residents also stated they did not know how the facility responded to concerns. Examination of resident council minutes over a six-month period showed no discussion of resident rights, grievance procedures, or identification of the grievance officer. The social worker, who is the grievance officer and attends resident council, confirmed that there was no documentation or evidence that residents had been informed about the grievance process or related policies and procedures.