Failure to Properly Resolve Grievance Regarding Missing Personal Property
Penalty
Summary
The facility failed to resolve a grievance regarding a missing personal item in a timely and appropriate manner for one resident. The resident, who had a diagnosis of moderate, recurrent, major depressive disorder and was assessed as having intact cognition, was admitted with a cell phone, which was documented in the facility's inventory. A family member reported the cell phone missing and filed a grievance. Facility documentation indicated that a search was conducted and that the family refused a replacement, marking the grievance as resolved and satisfied. However, there was no signature from the complainant or resident to validate notification or agreement with the resolution. Interviews revealed conflicting accounts between the family member and facility staff. The family member stated that after reporting the missing phone, no action was taken by the Social Services Director (SSD) and denied refusing a replacement. The SSD recalled offering a replacement, which she claimed was refused, but could not provide documentation of this refusal. The Director of Nursing (DON) and Executive Director (ED) both confirmed that facility policy requires documentation of grievance resolution, including acknowledgment by the complainant, which was not present in this case.