Failure to Address Resident Grievance Regarding Call Bell Response
Penalty
Summary
A resident with quadriplegia, multiple muscle contractures, and abnormal posture, who was cognitively intact, reported that his care concerns were not being addressed by staff. He specifically mentioned making a complaint about long call bell response times, stating that there were several hours of delay, but this issue had not been resolved. Review of his medical record and grievance documentation revealed that two concerns were reported: one related to dietary issues and another regarding difficulty finding help from CNAs and long call bell response times. The facility's Grievance/Concern report showed that only the dietary concern was addressed, with no documentation or investigation into the complaint about call bell response times. The Social Services Director confirmed that both concerns should have been treated as separate grievances and that the issue regarding call bell wait times was not investigated or clarified further. Facility policy required the Social Services representative or Grievance Official, in collaboration with the Nursing Home Administrator, to assign concerns to the appropriate department and monitor resident satisfaction, but this process was not followed for the call bell grievance.