Failure to Resolve Resident Grievance Regarding Wi-Fi Connectivity
Penalty
Summary
The facility failed to promptly address and resolve a grievance raised by a resident regarding the need for Wi-Fi extenders to improve connectivity for personal devices, such as a phone and television. The resident, who had diagnoses including congestive heart failure, hypertension, and anemia, and was cognitively intact, repeatedly brought up the issue during Resident Council Meetings and directly to the administrator. Documentation showed that the facility acknowledged the request and initiated discussions with IT and maintenance, including obtaining equipment and seeking vendor quotes for installation. However, there was a lack of timely follow-up and communication with the resident about the status of the installation, and no rationale was provided to the resident for the delay. Interviews with the resident and staff confirmed ongoing difficulties with Wi-Fi connectivity, affecting both residents and staff operations. The administrator was unable to provide documentation of interactions with maintenance or evidence of follow-up with the resident regarding the unresolved grievance. The facility's policy required the administrator, as the Grievance Official, to ensure timely follow-up and provide written decisions upon request, but this process was not completed, resulting in the resident's grievance remaining unresolved and impacting the resident's quality of life.