Failure to Provide Accessible Grievance Forms and Timely Response to Resident Grievances
Penalty
Summary
The facility failed to promptly address residents' grievances and did not ensure that grievance forms were consistently available and accessible to all residents, including those who use wheelchairs. Minutes from a Residents Council meeting indicated that grievance forms were not replenished on resident units, and residents expressed that staff had not introduced themselves or explained the grievance process. During a subsequent Resident Council meeting, residents reported that grievances and recommendations were not responded to in a timely manner, and two residents confirmed that forms remained unavailable prior to the meeting. Observations on two units confirmed that grievance forms were not replenished and that information on how to fill out grievances was out of reach for wheelchair-bound residents. The facility's policy requires prompt efforts to resolve grievances within seven business days, but these procedures were not followed as observed and reported.