Failure to Address and Resolve Resident Grievance
Penalty
Summary
The facility failed to address and resolve concerns reported on behalf of a resident who was admitted with hypokalemia and required staff assistance with all Activities of Daily Living (ADLs). The resident's case manager raised concerns to the facility's social worker, who documented that appropriate parties were asked to follow up. However, there was no evidence that a formal grievance was filed or that the concerns were investigated and reported back to the complainant as required by the facility's grievance policy. The facility's grievance policy states that all grievances, whether oral or written, must be investigated and reported back to the grievant within fifteen days. Despite this, the administrator was unable to provide any documentation of grievances or concerns filed for the resident, and the social worker could not recall the specific concerns or provide additional documentation. No further explanation or documentation was provided by the end of the survey, indicating a failure to follow the established grievance process.