Failure to Ensure Resident Dignity and Timely Response to Needs
Penalty
Summary
The facility failed to ensure that residents were treated with dignity and respect, as evidenced by multiple observations, interviews, and record reviews involving 15 residents. Several residents reported that staff did not engage with them or listen to their concerns, with one resident stating that management prioritized budget over resident needs and rarely interacted with residents. During a resident council meeting, numerous residents agreed that call lights often went unanswered for extended periods, sometimes over thirty minutes, and that staff would sometimes turn off call lights without providing assistance, leaving residents feeling helpless and undervalued. One resident expressed that the long wait times for assistance made him feel like he wanted to die. Direct observations confirmed that call lights were left unanswered for significant periods, with staff walking past without responding. In one instance, a resident waited in her wheelchair for over 30 minutes after activating her call light before receiving assistance. Residents also reported overhearing staff discussing spending time on their phones instead of providing care. Additionally, there were reports of staff making disrespectful or derogatory remarks to residents, such as calling a resident a drug addict and dismissing their pain complaints. Some staff were described as rude, and management was noted to rarely leave their offices to check on resident needs. Further deficiencies included staff failing to provide necessary personal care, such as refusing to assist a resident with hygiene needs after a bowel movement, stating it was not their job. Observations also noted that staff did not consistently follow facility policies for maintaining resident privacy and dignity, such as knocking and announcing themselves before entering rooms. The facility's own dignity policy outlined expectations for respectful communication and prompt care, but these standards were not consistently met, as evidenced by the findings.