Failure to Investigate and Communicate Grievance Outcomes
Penalty
Summary
The facility failed to conduct in-depth investigations, correct grievance allegations, and notify residents of the outcomes of their grievances, as required by its own policy. Multiple residents reported filing several grievances regarding issues such as food and showers, but stated they never received any outcomes or responses. Review of the facility's Grievance/Concern policy confirmed that staff are required to document all grievances and provide responses to residents. During interviews, the Administrator was unable to provide evidence of grievances, investigations, corrective actions, or communication of outcomes, citing that the previous Social Services Director had taken the grievance binder and a new binder was only started recently.