Failure to Provide Clear Grievance Process and Officer Information
Penalty
Summary
The facility failed to ensure that residents were provided with clear and consistent instructions on how to file grievances and did not consistently communicate the identity of the grievance officer. Multiple residents interviewed during the survey expressed confusion and lack of awareness regarding the grievance process and the grievance officer, with some stating they had never heard of or met the designated official. Signage and documentation throughout the facility contained inconsistent and inaccurate contact information for the grievance officer, including incorrect email addresses and phone numbers. Additionally, the grievance process described in the Resident Admission Agreement and other facility documents conflicted with the information provided on posted signs and by staff, further contributing to resident confusion. Observations revealed that the signage in the cottages directed residents to submit concerns via a locked box or contact the grievance officer using contact details that were either incomplete or incorrect. The Assistant Administrator confirmed the inaccuracies in the posted information and acknowledged the need for updates. The grievance policy and procedure documents lacked the grievance officer's name and accurate contact information, and the process for tracking and logging grievances was informal and inconsistent, with some grievances not officially documented or logged. The grievance officer reported relying on verbal communication from staff rather than maintaining a formal grievance log. Residents also reported fears of retaliation for raising concerns, and there was a lack of evidence that resident grievances discussed in council meetings were addressed in Quality Assurance and Performance Improvement (QAPI) meetings. Staff training on the grievance process was inconsistent, and the oversight structure for the grievance officer was unclear. The facility's failure to provide clear, accurate, and consistent information about the grievance process and officer denied all residents and their representatives the ability to exercise their rights to file grievances correctly and receive written resolutions.