Failure to Address Resident Council Concerns Regarding Ice Water
Penalty
Summary
The facility failed to address ongoing concerns raised by the Resident Council regarding the lack of fresh ice water being provided to residents over a six-month period. Facility policy required the use of a Resident Council Response Form to track and resolve issues, with relevant departments responsible for addressing concerns and the QAPI Committee reviewing feedback as part of quality review. Despite this policy, review of Resident Council minutes and grievance records from January through June 2025 revealed a persistent pattern of complaints about not receiving ice water, with no evidence of timely corrective action taken. Interviews with several alert and oriented residents who regularly attended Resident Council meetings confirmed that the issue of not receiving fresh ice water had not improved, with one resident stating they only received ice water when a family member provided it. The DON confirmed that the facility had not resolved the concerns documented in Resident Council meetings over the six-month period. No documentation was provided to show that the residents' concerns were addressed in a timely manner, as required by facility policy.