Failure to Post and Provide Accessible Grievance Process and Forms
Penalty
Summary
The facility failed to ensure that the grievance process was clearly posted in a location visible and understandable to residents, and that grievance forms were readily available for residents to complete. During a Resident Council meeting, seven alert and oriented residents reported being unaware of how to file a grievance if they had a concern. One resident stated she would speak to the receptionist, indicating a lack of knowledge about the formal grievance procedure. An interview with the Administrator confirmed that they served as the grievance officer, but there was no posting in the building to communicate this to residents. Observations with facility leadership confirmed that no information related to grievance forms or a contact person for grievances was available in the areas where information is typically posted. There was also no dedicated place for residents to confidentially pick up a grievance form, and the general grievance procedure that was posted lacked a contact name and was not accessible to residents in wheelchairs.