Failure to Answer Call Lights Promptly for Multiple Residents
Penalty
Summary
The facility failed to ensure that call lights were answered in a timely manner for six residents, as evidenced by multiple resident interviews, staff interviews, and record reviews. Several residents reported waiting extended periods, sometimes up to an hour, for staff to respond to their call lights, particularly during the night shift. Residents described feeling frustrated and anxious due to these delays, and some reported that their requests were simple, such as needing a blanket or water, but staff would sometimes acknowledge the call and not return. These concerns were communicated to staff and administration, but residents indicated that their complaints were not addressed. Medical records and assessments confirmed that the affected residents had varying degrees of physical and cognitive needs, with most being cognitively intact and requiring assistance with activities of daily living such as toileting, bathing, and mobility. Staff interviews corroborated the residents' accounts, with CNAs and an RN acknowledging that complaints about long call light wait times had been received, especially during the night and afternoon shifts. The DON confirmed that the facility's expectation was for call lights to be answered within five minutes and that all staff, including administration, were responsible for responding to call lights. The DON also acknowledged receiving complaints about long wait times and recognized the potential impact on residents' well-being. A review of facility policies and job descriptions indicated that staff were required to answer call lights promptly and provide routine checks to ensure residents' needs were met. Despite these policies, the documented experiences of the residents and staff interviews demonstrated that the facility did not consistently meet its own standards for timely response to call lights, resulting in unmet needs and resident dissatisfaction.