Failure to Address and Resolve Resident Council Concerns in a Timely Manner
Penalty
Summary
The facility failed to address and resolve resident concerns raised during Resident Council meetings in a timely manner, as evidenced by repeated documentation of unresolved issues in the council minutes over several months. Concerns included call lights not being answered promptly, requests for an additional smoking break, cold showers in a specific wing, and staff speaking rudely to residents. These issues were consistently brought up in meetings from January through May, with no documented resolution or satisfactory response provided to the residents. Interviews with residents who held leadership roles in the Resident Council revealed ongoing dissatisfaction with the administration's handling of their complaints. The residents reported that their requests, such as having a resident take meeting minutes and meeting without staff present, were not accommodated. They also expressed frustration that their concerns about staff behavior, call light response times, and environmental issues like shower temperature had persisted for months without resolution. Staff interviews confirmed that the concerns raised by residents were not being resolved in a timely manner. The Activities Director acknowledged that resident training to take minutes had not been completed, and the Administrator confirmed that issues such as call light response, staff rudeness, and environmental complaints remained unresolved. The facility's policy required documentation and follow-up on resident concerns, but the process was not effectively implemented, as evidenced by the lack of resolution and ongoing resident dissatisfaction.
Plan Of Correction
maintain ongoing compliance LNHA will audit Resident Council Minutes and Concern forms weekly X4, then monthly x2 to ensure concerns are being resolved timely and appropriately. Results of the audits will be forwarded to the facility QAPI committee for further review and recommendation. F600 Urbana Health and Rehab wishes to point out to any person who reviews this document that we do not necessarily agree with the citations with which we were cited. However, the law requires us to prepare a plan of correction for the citations regardless of whether we agree with them or not. Thus, we have prepared such a plan as noted below. Please note though, that this plan does not constitute an admission that the citations are either legally or factually correct. This plan of correction is not meant to establish any standard of care, contract, obligation, or position, and Urbana Health and Rehab reserves all rights to raise all possible contentions and defenses in any civil or criminal action or proceeding. Please accept 07/30/25 as the facility's allegation of compliance date. The facility failed to ensure residents were safe from abuse, affecting one resident #24. Step 1 Resident #24 was assessed and no negative findings. Resident assessment completed on 6/11/25 by NP. STNA #240 was removed from duty and suspended, personnel file for STNA #240 was reviewed for background check, along with 5 other random staff personnel files, no concerns were identified. Audit completed on 6/6/25. Step 2 To identify other residents that have the potential to be affected, on 6/6/25 the Social Services initiated interviews of those residents able to be interviewed regarding abuse, completing the interviews on 6/6/25 with no negative findings. DON completed skin check on 6-6-25 for non-verbal and cognitively impaired resident with no negative findings. Step 3 To prevent this from recurring, NHA started in house