Failure to Provide Accessible and Anonymous Grievance Process
Penalty
Summary
The facility failed to establish and implement a grievance policy that included instructions for submitting grievances anonymously and did not post the grievance officer's contact information in a prominent location. Two residents reported being unaware of the grievance process, how to file grievances anonymously, or where to find or deposit grievance forms. Observations confirmed the absence of posted information identifying the grievance officer and the required contact details. Additionally, the box available for submitting forms was labeled for 'Suggestions' rather than grievances or complaints, and had previously been repurposed, further contributing to confusion. Interviews with staff revealed that the grievance officer had not processed any resident grievances and that concerns were typically handled verbally without documentation. Staff indicated that residents would need to request a grievance form, which was only available electronically and required staff assistance to print. The facility's written policy on complaints and grievances did not include procedures for anonymous submissions. These actions and omissions resulted in a lack of accessible and clear grievance procedures for residents.