Failure to Respond to Resident Council Grievances and Concerns
Penalty
Summary
Facility staff failed to act promptly on grievances and recommendations raised by the Resident Council over a three-month period. Resident interviews and review of meeting minutes revealed that residents consistently reported concerns regarding food quality, facility temperature, staffing shortages, pest issues, and the lack of regular bedtime snacks. Residents, including those with diabetes, stated that snacks were not reliably distributed, with some snacks left at the nursing station and not provided to non-ambulatory residents. There were also reports of nursing staff consuming snacks intended for residents. The Dietary Manager confirmed that only diabetic residents were supposed to receive snacks, as per the dietary contract, and that nursing staff were responsible for distribution. However, residents reported that this process was inconsistent and inadequate. Documentation review showed that the facility did not provide written responses to the concerns raised in Resident Council meetings. The Activities Director and Activities Assistant were unable to promptly provide all requested meeting minutes, and only partial documentation was submitted. The facility's policy affirms residents' rights to form and participate in resident groups to discuss facility issues, but there was no evidence that the facility responded to or addressed the council's documented grievances.