Failure to Investigate and Resolve Resident Grievances
Penalty
Summary
The facility failed to investigate and resolve grievances for two of three sampled residents, as required by its grievance policy. Resident 5, who was cognitively intact and required significant assistance with daily activities, submitted a grievance that was logged by the Social Service Director (SSD). Although the SSD communicated that the grievance was being addressed by relevant department heads, no investigation or resolution was completed, and the resident did not receive a written response as outlined in the facility's policy. The Director of Nursing (DON) confirmed that the process was not completed for this grievance. Similarly, Resident 6, also cognitively intact and requiring moderate to limited assistance with daily care, submitted a grievance that was recorded in the facility's grievance log. However, the resident reported not receiving a resolution, and the DON confirmed that no investigation or resolution was completed for this grievance either. The facility's grievance process, as described by the SSD, was not followed, resulting in unresolved grievances for both residents.