Failure to Address and Communicate Resident Council Grievances
Penalty
Summary
The facility failed to act upon and resolve grievances reported by the Resident Council over a four-month period, as evidenced by record review, staff, and resident interviews. Resident Council minutes from March through June documented multiple grievances, including issues with cleanliness, call bell response times, missing personal items, staff attitudes, and inadequate assistance during certain shifts. Despite these concerns being voiced during meetings, there was no evidence that the grievances were recorded on the Facility Concern/Grievance Form, investigated, or resolved as required by the facility's grievance policy. Additionally, there was no documentation of follow-up or communication to the Resident Council regarding the status or resolution of their concerns. Interviews with the Activities Director and Administrator confirmed that while Resident Council minutes were provided to the Administrator, neither party completed grievance forms for council concerns nor documented actions taken to address them. The Activities Director was unaware of the requirement to follow up with the Resident Council, and the Administrator acknowledged that actions to address grievances were not documented or communicated. Residents reported that their repeated grievances were not addressed or followed up on, indicating a systemic failure to manage and resolve Resident Council concerns in accordance with facility policy.