Failure to Provide Communication Supports for Non-English Speaking Residents
Penalty
Summary
The facility failed to provide appropriate care and treatment to support the communication abilities of two residents whose primary languages were not English. Upon admission, both residents were identified as needing interpreter services and alternative communication methods, but the facility did not implement effective person-centered communication plans. For one resident who spoke only Vietnamese, the care plan inaccurately listed her primary language as both Cantonese and Vietnamese, and there was no evidence that interpreter services were used. The resident's family representative confirmed that interpreter services were never offered or used, and staff did not request her assistance to interpret. Observations revealed that communication aids, such as picture cards with Vietnamese words, were not accessible at the bedside, and there were no pain scale cards available to assess the resident's pain level. For the second resident, whose preferred language was Mandarin, the facility's staff were unaware of the available professional translator service and could not locate the communication board intended for the resident's use. The communication board was found on the roommate's side of the room, out of reach. Interviews with staff revealed that they primarily relied on gestures to communicate and were not aware of the translator service or the communication tools that should have been available. The facility's policy required the use of communication methods in a language familiar to the resident, but this was not followed in practice. These deficiencies were identified through observation, interviews, and record review, and demonstrated that the facility did not ensure residents with limited English proficiency had access to necessary communication supports. As a result, the residents were at increased risk of not having their needs met and were hindered from attaining their highest practicable well-being.