Failure to Address Resident Council Grievance Regarding Food Quality and Variety
Penalty
Summary
The facility failed to act upon a grievance filed by the Resident Council regarding the variety and quality of food served. During a meeting with Resident Council members, multiple residents expressed ongoing dissatisfaction with the food, citing repetitive menus, limited alternate meal options, and the discontinuation of certain preferred items such as fried chicken. Residents reported that their complaints about food quality and variety had been raised multiple times, including in council meeting minutes and a formal grievance, but the issues persisted. The grievance investigation noted that pictures of portion sizes and repetitive menu items were sent to corporate, and a plan was made to work with the contracted food service company to improve offerings, but the grievance remained unresolved and residents continued to express dissatisfaction. Interviews with facility staff revealed a lack of awareness and follow-through regarding the grievance. The Dietary Manager was unaware of the specific grievance and stated that menu changes were routine and not in response to resident concerns. The Social Services Director confirmed ongoing complaints and stated that the grievance was reported to corporate, but could not provide evidence of any measures taken to resolve the issue or follow-up with residents. The facility's grievance policy requires prompt efforts to resolve complaints and inform residents of progress, but there was no documentation showing that these steps were taken in response to the Resident Council's food-related grievance.