Failure to Promptly Resolve Resident Grievances Regarding Call Bell Response
Penalty
Summary
The facility failed to ensure prompt efforts were made to resolve grievances for two residents regarding call bell response times. According to the facility's grievance policy, concerns should be investigated and the person filing the grievance notified of the resolution within five working days. However, review of the complaint log and resident council meeting minutes showed that concerns about extended call bell response times were raised by two residents in consecutive meetings, and there was no evidence that these grievances were investigated or resolved in a timely manner as required by policy. One resident, who was cognitively intact and had a diagnosis of osteoarthritis, reported that the issue with delayed call bell response had not been resolved and described waiting over an hour for assistance, resulting in episodes of incontinence. The facility was unable to provide documentation showing that the grievance was addressed according to their policy. The Nursing Home Administrator confirmed the lack of timely resolution documentation during an interview.