Failure to Promptly Resolve Grievance Regarding Resident Trust Account
Penalty
Summary
The facility failed to promptly resolve a grievance submitted by the family member of a resident with dementia, muscle weakness, and a need for personal care. The family member, who held power of attorney for financial and care matters, raised concerns regarding the resident's patient trust account, including a $400 deposit, an $1800 refund, and the monthly posting of a $160 personal allowance. These concerns were first communicated in February and continued through multiple emails and a formal grievance submitted in June. Despite repeated requests for an accounting of the resident's funds and documentation of specific transactions, the issues remained unresolved as of mid-July. Interviews with facility staff, including the Social Service Director, Assistant Business Office Manager, and Business Office Manager, confirmed that the grievance was ongoing and had not been addressed. The grievance form indicated that the Business Office Manager was assigned to investigate the matter, but there was no evidence of an investigation or a plan to resolve the complaint. The facility's own policy required prompt efforts to resolve grievances, but documentation and staff statements showed that the family member's concerns about the resident's trust account were not resolved in a timely manner.