Failure to Honor Residents' Rights to Unopened Mail
Penalty
Summary
Facility staff failed to honor residents' rights to receive mail unopened, as outlined in the facility's resident bill of rights policy. Two cognitively intact residents reported that the business office manager (BOM) opened their mail without their presence. One resident stated that the BOM opened mail in the office and then delivered it to the resident's room, admitting in an audio recording that mail from sources such as Medicaid and disability was routinely opened due to its potential impact on billing. The BOM also acknowledged to staff and during interviews that mail was opened, and in one instance, the envelope was discarded before the resident could review it. Another resident confirmed that the BOM would sometimes open important mail, such as correspondence about disability, before delivering it to the resident. Staff interviews corroborated that the BOM opened residents' mail and that this practice was not in accordance with facility policy. The administrator confirmed that staff are expected to follow the residents' bill of rights and should not open residents' mail.