Failure to Investigate and Resolve Resident Grievance
Penalty
Summary
A resident submitted a Concern/Comment Form (CCF) detailing upsetting interactions with the Activities Supervisor, including being told to leave an activity if they did not want to participate, feeling unwelcome, and being prevented from fully participating in a game. The resident also reported feeling uncomfortable after the Activities Supervisor referenced buying them food in a manner that made the resident feel awkward. These concerns were formally documented on the CCF. Upon review, it was found that the facility failed to investigate or resolve the resident's grievance in accordance with its own policy and procedure. The policy required that concerns be routed to Social Services within 24 hours and that the appropriate department manager respond within 48 hours. However, ten days after the CCF was filed, the Social Worker confirmed that the grievance had not been investigated or resolved, and acknowledged that this was not acceptable and did not follow the facility's established procedures.