Failure to Timely Address Resident Grievance Regarding Missing Personal Items
Penalty
Summary
Staff failed to respond in a timely manner to a resident's grievance regarding missing blankets, despite the resident voicing her concerns to multiple staff members over the course of nearly two weeks. The resident, who had mild cognitive impairment as indicated by a BIMS score of 11, reported the missing blankets to several staff, including at the nurses' station, but no action was taken initially. The resident eventually spoke to the housekeeping director after repeated complaints to other staff members. Facility policy required grievances to be documented and addressed promptly, with forms available at several locations. However, the grievance form for this incident was not completed in full and lacked documentation of follow-up or resolution. Interviews with the social worker and housekeeping director confirmed delays in addressing the complaint, and the resident's family was only contacted after the grievance was formally recognized. The resident's inventory did not list the missing blanket, and the issue remained unresolved at the time of the report.