Failure to Timely Address Resident Council Grievances on Wheelchair Cleaning
Penalty
Summary
The facility failed to act promptly on the concerns raised by the resident council regarding the cleaning of wheelchairs. Over the course of more than a year, multiple requests were documented in resident council meeting minutes, specifically asking for wheelchairs to be washed, with no evidence that these concerns were addressed in a timely manner. A grievance log also recorded a concern about wheelchair cleaning, but did not specify when the cleaning would occur. Interviews with residents, including the resident council president and other council members, confirmed ongoing frustration and dissatisfaction with the lack of response to their repeated requests. Residents reported that wheelchairs remained dirty and that only a light cleaning was performed on some chairs, rather than a thorough cleaning as requested. The facility's policy required the grievance official to evaluate, investigate, and take immediate action to resolve concerns, with a response to be provided within three working days. However, the first documented cleaning occurred more than a year after the initial request, and residents stated that many wheelchairs remained unclean. The executive director acknowledged the delay and confirmed that the requests for cleaning began over a year prior to the first cleaning event. The failure to address the resident council's grievances in a timely and effective manner constitutes a deficiency in honoring residents' rights to have their concerns acted upon.