Failure to Communicate and Document Resident Council Grievance Responses
Penalty
Summary
The facility failed to keep residents informed about the progress and resolution of concerns raised during Resident Council Meetings, and did not maintain documentation demonstrating the response and rationale to these grievances. Over a three-month period, meeting minutes consistently documented resident complaints regarding LNAs discussing other residents in front of them and being loud in hallways and at nurse's stations. Despite these ongoing concerns, residents reported that no follow-up or communication about actions taken was provided to them. Interviews with staff confirmed that while concerns from Resident Council Meetings were verbally relayed to department heads, there was no written follow-up or evidence of actions taken documented in subsequent meeting minutes. The facility's policy requires that concerns and recommendations from the Resident Council be acted upon and that decisions be communicated back to the Council, but this process was not followed as required.