Failure to Resolve Resident Grievance and Provide Promised Safeguards
Penalty
Summary
The facility failed to ensure that a resident's right to voice grievances was fully honored and that prompt efforts were made to resolve the grievance. According to facility policy, when a concern is reported, a plan of action should be developed and implemented, with follow-up to validate resolution and communication with the resident. In this case, a resident with intact cognition and a history of adjustment disorder, neuropathy, spina bifida, and cerebral infarction reported that twenty dollars was missing from their bedside table. The facility documented that the money was replaced and a lockbox was offered to the resident as a resolution. However, interviews and record reviews revealed that the resident did not receive the lockbox as promised, despite being told one would be provided. The resident continued to store money in their overbed table drawer and took extra precautions to safeguard it. Multiple staff members, including the Activity Assistant, CNA, CMA, and DON, were either unaware of the resident receiving a lockbox or could not recall if one was provided. The current Administrator confirmed there was no documentation that the resident received a lockbox and was unaware of the grievance being filed, indicating a lack of follow-through and communication regarding the resolution of the resident's grievance.