Failure to Provide Timely and Dignified Dining Experience
Penalty
Summary
Multiple observations were made across four dining halls where residents were seated for extended periods without being provided drinks, and in some cases, without timely meal service. In Elm Dining Hall, 25 residents were observed without drinks until the meal cart arrived, and staff began distributing meals. Similar delays were noted in Dogwood, Cherry, and Birch Dining Halls, with residents waiting for both drinks and meals, sometimes for over half an hour. Staff presence was limited, with only one or a few staff members available to assist, contributing to the slow distribution of food and beverages. Interviews and resident council meeting minutes confirmed ongoing concerns about delayed meal service and lack of beverages, with residents expressing frustration and feelings of helplessness due to the wait times. The General Manager acknowledged the expectation that drinks should be provided as residents are seated but noted issues with staffing and coordination. Resident council minutes from previous months documented repeated complaints about late meal service and cold food, indicating that the problem had been ongoing and unresolved.