Failure to Provide Effective Communication for Non-English Speaking Resident
Penalty
Summary
The facility failed to provide ongoing, consistent, and effective communication methods for a resident whose primary language was Spanish and who did not speak English. The resident, who was cognitively intact and had a history of cerebral infarction with right-sided hemiplegia, required an interpreter as documented in her care plan and Minimum Data Set (MDS) assessment. Despite this, staff interviews and observations revealed that there was no established or reliable system in place for staff to communicate with her in her preferred language. Staff members, including nurses and nurse aides, reported relying on the resident's roommate, who spoke both Spanish and English, to interpret the resident's needs. However, the roommate was noted to have a diagnosis of dementia and was not considered a reliable or appropriate interpreter. Some staff attempted to use gestures or translation apps on their personal phones, but there was no formal guidance or training provided by the facility on how to communicate with non-English speaking residents. Several staff members stated they had not been informed of any translation services available for use with the resident. The resident herself expressed frustration and distress over her inability to communicate her needs to staff, stating that only her roommate helped her and that staff did not attempt to use translation tools. The facility's social worker and other leadership acknowledged that there was no defined process or service in place for translation at the time of the survey, and that staff were unsure of what resources, if any, should be used to facilitate communication with non-English speaking residents.