Grievance Forms Not Accessible to Residents and Visitors
Penalty
Summary
The facility failed to ensure that grievance forms were readily available in resident care and public areas, preventing residents and visitors from accessing forms without staff assistance. During a facility tour, the surveyor was unable to locate grievance forms in any resident care areas. Additionally, in a resident group meeting, three residents reported being unaware of the possibility to file grievances anonymously and did not know where grievance forms were located. Two residents stated they typically report concerns directly to staff or at Resident Council meetings. Interviews with staff revealed that concerns or grievances are usually brought up during Resident Council meetings or directly to department heads or the Administrator. The Activities Director recalled that a grievance box and forms were previously available in the front lobby but was unsure of their current presence. The Administrator believed forms were available in designated areas but, upon review with the surveyor, acknowledged unawareness that forms were not accessible throughout the facility. The facility's policy requires a system for residents to voice concerns and specifies that all grievances should be submitted to the Administrator and investigated promptly.