Failure to Document and Address Resident Grievances
Penalty
Summary
The facility failed to follow its established grievance policy for two residents who reported concerns regarding their care. According to the facility's policy, staff are required to initiate a Grievance/Concern Form upon receipt of a grievance, document it on the Grievance Concern Log, investigate the grievance, take corrective action if needed, and notify the person filing the grievance in a timely manner. However, interviews and record reviews revealed that grievances reported by two residents were not documented or processed according to this policy. One resident reported filing multiple grievances about excessive wait times for call bell responses and issues with an LNA's attitude, but these grievances were not found on the facility's grievance log, and staff confirmed they had not completed the required documentation. The resident's care plan note did mention grievances and weekly check-ins with the Unit Manager, but no formal grievance forms were completed. Another resident reported having filed multiple grievances since admission, including an incident where the resident waited over two hours in a soiled brief and reported this to an LNA. The LNA stated that the grievance was reported to the Unit Manager, but again, there was no documentation of this grievance on the facility's grievance log. The Administrator confirmed that these grievances were not forwarded or documented as required by policy. As a result, the facility did not make prompt efforts to resolve the grievances or ensure the residents' rights to voice concerns without discrimination or reprisal.