Delayed Meal Service and Menu Substitutions Impact Dining Experience
Penalty
Summary
The facility failed to serve the midday meal within 45 minutes of the designated time of 11:30 AM, as observed on multiple occasions. On one day, dietary staff began preparing the dining room at 11:18 AM, but the first meal was not served until 12:16 PM. Two residents who had been present in the dining room since 11:30 AM were not served until 12:55 PM, after being informed that the kitchen had run out of the main menu item, roast beef. These residents reported that they were always served last and that menu items often ran out before they were served. Additionally, a staff member was observed taking a plate of roast beef and cabbage to the breakroom, and it was reported that the remaining roast beef consisted only of end pieces not intended for residents. On another day, the last meal was served at 12:50 PM, with residents present in the dining room since 11:30 AM. There were unannounced substitutions to the menu, such as broccoli replacing cauliflower and tomato soup being offered instead of tomato salad, without prior notification to the residents. Dietary staff reported that meals were not plated and ready for delivery until after drinks and silverware had been placed on the tables. The facility's policy requires dining services to be provided in a manner that maintains or enhances each resident's dignity and respect.