Failure to Ensure Residents Are Treated with Dignity and Respect
Penalty
Summary
The facility failed to ensure that three residents were treated with respect and dignity, as required by resident rights regulations. One resident with severe cognitive impairment reported that a CNA removed her call light and remote control in a rude and aggressive manner, making them unreachable. The resident appeared visibly angry when recounting the incident to staff. Another resident, who was cognitively intact, reported multiple instances of rude and dismissive behavior by a CNA, including being spoken to in a stern tone and having requests for assistance met with impatience and unhelpful responses. This resident described the CNA as unpleasant and rude over a period of two weeks. A third resident, also with severe cognitive impairment, reported being mistreated during care by a CNA who entered the room abruptly, did not allow the resident to grab the bed rails, pulled on her roughly, and referred to her as an "old woman." The resident and her family member both described the CNA as rude and disrespectful, and the family member reported the complaint to the Social Services Director. Staff interviews confirmed that multiple residents had reported being treated disrespectfully by CNAs during the night shift, with concerns related to attitude, tone, and demeanor. Documentation and interviews with staff and residents indicated that the CNAs involved were identified by the residents as having spoken in a disrespectful manner and having provided care that did not honor the residents' rights to dignity and respect. The incidents were substantiated by the facility's investigation, which confirmed the residents' complaints regarding rude behavior and unsatisfactory care.