Failure to Provide Medically-Related Social Services for Hearing-Impaired Resident
Penalty
Summary
The facility failed to provide medically-related social services for a resident who was hard of hearing and dissatisfied with the provided hearing aids. The resident, who also had end stage renal disease, legal blindness, and bilateral lower limb amputations, was documented as having significant hearing and vision impairments but was cognitively intact. Despite a physician order for an audiology consult as needed for hearing problems, and repeated requests from the resident, responsible party, and nursing staff, the Social Service Director (SSD) did not arrange an appointment with the resident's preferred audiologist (Provider 1) after the resident expressed dissatisfaction with the new hearing aids due to disturbing background noise. Documentation showed that the resident received new hearing aids and initially reported satisfaction, but soon after reported issues with background noise and requested to return the aids and see his previous audiologist. Multiple progress notes and interviews confirmed that the resident, his responsible party, and nursing staff repeatedly asked the SSD for updates and assistance in scheduling an audiology appointment. The SSD acknowledged receiving these requests but did not follow through, citing difficulty contacting the provider and ultimately not making the appointment or providing updates. Observations confirmed that the resident was not using the hearing aids and required staff to raise their voices to communicate. The facility's policies and job descriptions required the SSD to assist with medically-related social services, including arranging for needed services and facilitating communication needs. However, there was no documented evidence that the SSD clarified provider contact information or made the necessary referral, resulting in the resident remaining hearing impaired and negatively impacting his quality of life.