Failure to Address and Resolve Resident Grievances
Penalty
Summary
The facility failed to address and resolve grievances raised by residents during council meetings for four out of seven months reviewed. Record review showed that issues such as lack of tea, late meals, inability to eat in the dining room on weekends, timing of evening meals, absence of coffee, and broken kitchen equipment were documented in the Patient/Resident Council Minutes/Report Forms. However, there was no evidence that these grievances were tracked, resolved, or that written decisions were issued to the individuals who filed them, as required by the facility's grievance policy. Interviews with staff revealed that while the Activity Director documented complaints and forwarded them to the relevant department heads, there was no follow-up with residents regarding the outcomes of their grievances. The Social Worker (BSW) confirmed that grievances were discussed in morning meetings but was not involved in resolving them, and the Social Worker (MSW) had not previously reviewed grievances from the council minutes. The Administrator acknowledged that staff should be educated on the grievance process and that any staff member could write a grievance, but the process for tracking and resolving grievances was not consistently followed.