Delayed Provision of Medical Records to Resident Representatives
Penalty
Summary
The facility failed to provide timely access to medical records for two residents when requested by their representatives. According to facility policy, residents or their representatives are entitled to obtain photocopies of records within 48 hours of a written request. However, interviews revealed that one representative waited about a week and had to call multiple times before receiving the records, while another representative also experienced a delay of over a week after making a request for records needed for social security requirements. Documentation did not consistently indicate when records were provided, and there was a lack of evidence for some requests mentioned by the representatives. Staff interviews confirmed that the process required a signed authorization and that the facility believed it had up to 30 days to fulfill such requests, despite the policy stating a 48-hour timeframe. The former medical records director acknowledged prioritizing one request but still provided the records within two weeks, exceeding the policy's stated timeline. The director of nursing confirmed the expectation that records should be provided within 48 hours, highlighting a disconnect between policy and practice that led to the deficiency.