Failure to Address Resident Grievances Regarding Stained Coffee Cups
Penalty
Summary
A resident reported that the cups provided for hot water were stained brown. Upon observation of the kitchen's clean racks, most coffee cups were found to be stained. The dietary supervisor confirmed that evening shift dietary staff are responsible for cleaning and de-staining the cups weekly, with staff required to sign off on this task. However, review of cleaning documentation showed that the cups were only de-stained on two occasions over a six-week period, rather than weekly as required. The dietary supervisor confirmed these findings. Review of Resident Council Meeting minutes over several months revealed ongoing resident concerns about dirty utensils, glasses, and coffee cups, with repeated mentions that these issues had not been resolved. The facility did not address or resolve the residents' grievances regarding the stained coffee cups in a timely manner, as evidenced by continued complaints in multiple council meetings and lack of consistent cleaning as documented.