Failure to Provide Dignified and Respectful Care to Resident with Communication Needs
Penalty
Summary
A deficiency occurred when a resident with ALS, who was cognitively intact but had significant communication difficulties, was not treated with dignity and respect by a Certified Nurse Aide (CNA). The resident relied on a dry erase board and required extra time to communicate, as documented in the care plan. During a meal service, CNA A interacted with the resident in an impatient and dismissive manner, failing to allow adequate time for the resident to express preferences and not following established communication strategies such as asking yes/no questions or using a patient, positive approach. Video footage showed that CNA A did not introduce themselves, used a flat and later frustrated tone, and repeatedly rushed the resident, not giving them time to respond or write on the communication board. CNA A became visibly frustrated, spoke loudly, and ultimately dismissed the resident's attempts to communicate, telling the resident to "eat your food and drink your Coke" before leaving the room. The resident was left upset, continued to call for help, and was visibly distressed after the interaction. Interviews confirmed that CNA A was unfamiliar with the resident's needs and communication methods, and did not follow the care plan instructions for interacting with the resident. The resident reported feeling scared, frustrated, and disrespected by CNA A's behavior, and a family member expressed concern about CNA A working with vulnerable residents. The facility's policy required staff to treat residents with consideration, respect, and dignity, which was not upheld in this incident.