Failure to Address Resident Food Preferences and Meal Quality Concerns
Penalty
Summary
The facility failed to promptly address and resolve grievances related to food preferences, missing food items, and the quality of meats served to residents, as reported during multiple Resident Council Meetings. Five residents who regularly attended these meetings consistently raised concerns that their food preferences were not being honored, meal tickets did not match what was served, and meats such as pork and beef were too tough to cut and chew. Some residents required their meat to be served in small bites per their diet orders, but this was not consistently provided. Additionally, when preferred or alternate food items were unavailable, no substitute was offered, resulting in missing food items on trays. Documentation showed that while some food preference forms were completed and concerns were verbally reported to the Administrator and Dietary Manager, there was a lack of follow-up and resolution. The Activities Director, responsible for documenting and reporting concerns, did not track whether issues were resolved, and old business was not consistently carried forward in meeting minutes. The Dietary Manager and hospital Food Service Director were aware of the issues but cited communication breakdowns and did not ensure that residents' preferences and dietary needs were met. Residents reported that management had promised to attend meetings to address concerns but failed to do so in a timely manner. Interviews with staff confirmed that food was prepared at a hospital and transported to the facility, with issues arising in both the availability and preparation of preferred items. Staff acknowledged that when residents disliked both the menu and alternate proteins, nothing was provided. Residents continued to experience missing or incorrect food items, tough meats, and lack of appropriate substitutes for months, despite repeated reporting of these issues through Resident Council Meetings and direct communication with facility management.