Failure to Document and Resolve Resident Grievance Regarding Food Service
Penalty
Summary
The facility failed to document and resolve a resident's grievance regarding food service, as required by its own policy. A cognitively intact resident, who required minimal assistance with activities of daily living, reported to multiple staff members—including the kitchen staff, Social Worker (SW), Director of Nursing (DON), and Administrator—that he was dissatisfied with the palatability of the food and the lack of information about daily menus and alternate food options. The resident stated that he had filed a grievance about these concerns and that the four staff members met with him to discuss the issue. However, he was not provided with a written grievance form nor a written response or resolution to his complaint. Review of the facility's grievance log showed no documentation of the resident's reported grievance. The SW, who served as the grievance coordinator, confirmed awareness of the complaint and acknowledged that the standard process was to complete a grievance form and provide a written resolution within three days. Despite this, the SW admitted that the grievance was neither documented nor resolved in writing, and the resident did not receive the required follow-up. The Administrator also confirmed that grievances should be documented and responded to within three days, which did not occur in this case.