Failure to Provide Anonymous Grievance Filing Process
Penalty
Summary
The facility failed to ensure that a resident had access to file grievances anonymously, as required by policy. Record review showed that all grievances for the resident were not filed anonymously, and the resident reported not knowing where grievance forms were located or how to file a grievance anonymously. The resident, who had a history of stroke and diabetes and was moderately cognitively impaired, kept a personal notebook of complaints and relied on staff to make copies, but felt her concerns were not addressed. Interviews with staff revealed uncertainty about whether grievances had been filed for the resident and indicated that grievance forms were only available through the receptionist, limiting anonymous access. Further interviews confirmed that there was no established process for residents to file grievances anonymously, and the social worker, who served as the grievance official, stated that residents could only report concerns directly to her or through staff. Observations showed that blank grievance forms were kept at the receptionist desk and were not freely accessible to residents without staff assistance. The facility's policy required making information on filing grievances available to residents, but this was not effectively implemented, resulting in the deficiency.