Failure to Ensure Dignity and Timely Care Due to Staff Conduct and Insufficient Staffing
Penalty
Summary
Surveyors identified that the facility failed to ensure residents were treated with dignity and had their needs met in a timely manner, as required by resident rights regulations. Multiple residents reported that their care needs were only met about half the time, with specific complaints about insufficient staffing, long wait times for assistance, and lack of responsiveness to call lights. Residents described being left on the toilet for extended periods, missing scheduled showers due to staff shortages, and not receiving help with meal setup. One resident, who used a writing board for communication, reported that an aide told them to "do it on your own" when they requested help. During a resident council meeting, all residents present unanimously stated that they did not receive care when needed, citing frequent understaffing and inconsistent aide performance. Specific complaints were made about a particular aide, who was described as rushed, rude, and dismissive. Residents recounted instances where the aide snapped at them, made insensitive remarks, and failed to provide timely incontinence care. Two residents reported that their call light was left unanswered for extended periods, resulting in one resident being unable to access a bedpan in time. The aide's behavior was characterized as lacking in customer service, with residents feeling talked down to and experiencing diminished self-worth. These findings were based on direct resident interviews, observations, and review of facility records.