Failure to Respond to Resident Council Concerns
Penalty
Summary
The facility failed to provide written or verbal responses to concerns raised by resident council members during two of four reviewed meetings. According to facility policy, a Resident Council Response Form should be used to track issues and their resolution, with the relevant department responsible for addressing concerns. However, review of meeting records from two specific dates showed that concerns such as lack of toenail care, staff performance, facility cleanliness, care conferences, snack accessibility, outdoor access, food temperature, fresh fruit availability, community outings, lost clothing, unanswered call lights, and staff responses to concerns were documented but not addressed. No evidence was found of any responses being provided to the resident council regarding these issues. Interviews with staff and residents confirmed that concerns were recorded and shared with appropriate departments, but no follow-up or feedback was given to the resident council. The Activities Director stated she forwarded concerns to the relevant departments but did not receive any responses. Residents reported submitting concerns in writing but not receiving any feedback. Department heads, including the DNS, Dietary Manager, and Housekeeping Manager, indicated they either did not receive the concerns or were not instructed to provide written responses. The Administrator confirmed that while concerns were discussed among staff, no direct communication was provided to the resident council for the meetings in question.