Failure to Ensure Grievance Process Accessibility and Resident Awareness
Penalty
Summary
The facility failed to ensure that grievance forms were readily available to residents, family members, and visitors, and did not adequately inform residents about the process for filing grievances. During a meeting with twelve residents who regularly attend resident council meetings, all participants stated they were unaware of the grievance process and did not know where the forms were located. Further interviews and observations revealed that no grievance forms were present on the units, and only an empty folder was found in a file drawer. The posted grievance policy was placed high above the State Ombudsman contact form, making it difficult for individuals in wheelchairs to see or read, and the policy did not provide instructions on how to obtain a form or who to contact. Although a social worker stated that the grievance process had been reviewed with residents, no evidence of this could be provided. The facility's policy supported the right to voice grievances but lacked a date and did not ensure accessibility or awareness of the grievance process.