Failure to Protect Resident from Verbal and Emotional Abuse
Penalty
Summary
A deficiency occurred when a resident with chronic kidney disease, bipolar disorder, and cognitive communication deficit was not protected from verbal and emotional abuse. The resident, who had an intact cognition and no behavioral issues per her MDS assessment, had a long-standing routine of keeping puzzles in the activity room. Facility staff, including the Activities Director (AD), told the resident she could no longer keep her puzzles in the activity room, disrupting her routine. During a meeting involving the resident, the AD, the Ombudsman, and the DON, the AD argued with the resident, raised her voice, and made dismissive gestures, stating she would not be told what to do in her activity room. The Ombudsman and the DON both observed the AD's unprofessional conduct, with the DON noting that the AD's comments and gestures were inappropriate. The resident reported feeling emotionally abused, stating that being yelled at in front of peers made her feel horrible, anxious, and unable to eat or sleep. She also described feeling disrespected and undignified after the Administrator addressed her for cussing at the AD in front of staff and other residents. The Ombudsman corroborated the resident's account, noting that the AD argued with the resident and accused her of lying. Facility policy defines mental and verbal abuse as conduct that causes or has the potential to cause humiliation, intimidation, fear, shame, agitation, or degradation, and requires such allegations to be investigated and reported.