Failure to Inform Resident of Grievance Outcomes
Penalty
Summary
The facility failed to follow its grievance policy and procedure for one resident who reported multiple concerns, including issues with food preferences and excessive noise from a roommate's television. The resident stated that after requesting to speak with the administrator and kitchen staff regarding these concerns, no one had come to address them. Review of the Resident Grievance/Complaint Investigation Reports showed that while the complaints were documented, there was no evidence that the resident was informed of the outcome of the investigations or any actions taken to resolve the grievances. Key sections of the reports, such as signatures, dates, and notifications to the concerned party, were left blank. Interviews with facility staff, including the DON, confirmed that grievances are routed to the Social Services Director and then to the responsible department, with the administrator ultimately responsible for ensuring investigation, resolution, and communication of outcomes to the resident. However, documentation revealed that no follow-up with the resident was recorded, and the required sign-offs were missing. The facility's policy requires that residents be informed of the findings and corrective actions in a timely manner, which was not done in this case.