Failure to Promptly Resolve and Document Resident Grievance Regarding Missing Money
Penalty
Summary
The facility failed to ensure that grievances voiced by a resident were promptly resolved and that the resident was appropriately updated on the progress and conclusion of the grievance. Specifically, a resident who was admitted with multiple medical conditions, including pneumonia, insomnia, sepsis with septic shock, and delirium, reported that $193 in cash went missing shortly after admission. Although $93 was found by staff in the laundry and turned over to the Administrator, the resident stated that an additional $100 was still missing. The resident reported discussing the missing money with the Administrator, who indicated that an investigation would be conducted, but the resident did not receive any further updates or the missing funds. Interviews with staff revealed that the process for handling found money involved filling out a grievance form and submitting the money to the Administrator. However, there was no documentation in the facility's grievance log regarding the missing money, and the Administrator acknowledged that a grievance form was not completed and that there was no documentation of investigative steps or resolution. The facility's policy required prompt efforts to resolve grievances, keep residents informed, and provide written decisions, but these procedures were not followed in this case.