Failure to Provide Accessible Grievance Process and Information
Penalty
Summary
The facility failed to develop, implement, and operationalize a comprehensive grievance policy and procedure, as required. During a walk-through, it was observed that there was no documentation on how residents could file a grievance posted in common areas, and grievance forms were only available in a single location next to the nurse's station, which was partially obstructed by a chair. There was no posting of the name or contact information for the grievance official, and no secure receptacle or written information was available for residents to file grievances anonymously. A review of facility policy indicated that such information should be provided upon admission and posted on the resident bulletin board, but these requirements were not met. Interviews revealed that a resident was unaware of the location of grievance forms or the option to file grievances anonymously, expressing a desire for a receptacle to submit anonymous grievances. A staff member confirmed the limited and inaccessible placement of grievance forms and acknowledged the absence of a secure receptacle for anonymous submissions. The facility's own policy and resident handbook outlined procedures for filing grievances, including anonymous submissions and the provision of contact information for the grievance officer, but these were not operationalized or made accessible to residents as required.