Failure to Follow Grievance Process for Laundry-Related Complaints
Penalty
Summary
The facility failed to follow its grievance process for a resident who reported multiple issues with missing and damaged clothing, as well as concerns about laundry practices. The resident, who had diagnoses including type 2 diabetes and chronic kidney disease, reported missing three pairs of cargo pants and damage to other clothing items after laundering. Despite the resident filing grievances and being told the items would be replaced, the facility did not provide evidence that the items were replaced or that the grievances were resolved. Documentation in the grievance log and reports was incomplete, with missing resolution dates and lack of confirmation that the issues were addressed. The Nursing Home Administrator was unable to specify what actions had been taken regarding the grievances and acknowledged that grievances were marked as completed without the required follow-up or proof of resolution. Additionally, during a resident council meeting, multiple residents expressed concerns about the facility's slow response to grievances, particularly regarding laundry issues. Residents reported missing and damaged clothing and a lack of communication about the outcomes of their grievances. The facility's grievance policy requires prompt efforts to resolve concerns and documentation of resident satisfaction upon completion, but these procedures were not followed as evidenced by incomplete records and unresolved issues.