Failure to Protect Resident's Right to Voice Grievances Without Reprisal
Penalty
Summary
The facility failed to ensure that a resident could voice grievances without fear of reprisal, as required by policy. During a Resident Council Meeting, several residents expressed concerns that voicing complaints could lead to staff retaliation, with some reporting that staff would argue with them depending on which staff member was involved. One resident described a specific incident where she waited over two hours in pain for her bladder to be drained by an LPN. When she sought assistance, the LPN responded with an attitude and told her, 'I'll get to you when I get to you.' The LPN later entered the resident's room and confronted her, claiming she had not been informed by the CNA, though the resident stated otherwise. Later that night, the same resident reported that the CNA was rude and snapped at her during care, ending the interaction abruptly. The resident admitted to being rude due to her pain but stated she tried to be understanding. The resident gave verbal permission to the state surveyor to investigate the incident. The facility's policy clearly states that residents have the right to voice grievances without discrimination or reprisal, but the events described indicate that this right was not upheld for the resident involved.