Failure to Resolve Resident Grievances Regarding Linen Shortages
Penalty
Summary
Facility staff failed to resolve ongoing grievances regarding shortages of washcloths and towels, as voiced by residents during council meetings in 10 out of 11 months reviewed. Multiple residents reported delays in receiving care, such as getting out of bed or attending breakfast, due to insufficient linen supplies. Residents also noted that the facility had stopped using disposable wipes for incontinence care, increasing the demand for washcloths and towels. Resident council meeting minutes and grievance forms repeatedly documented complaints about linen shortages, with some months lacking evidence of follow-up or resolution. Interviews with residents, CNAs, and other staff confirmed that linen shortages were a persistent issue, leading to delays in bathing, bed changes, and other personal care activities. Staff reported that when linens ran out, they had to request more from the laundry, which sometimes resulted in residents waiting for care. Observations of linen closets and the laundry area revealed low quantities of towels and washcloths relative to the number of beds on each unit. The LTC ombudsman corroborated these findings, stating that residents consistently complained about linen shortages and that her own spot checks found linen closets empty at times. Facility documentation showed that orders for additional linens were placed periodically, but the problem persisted over several months. Staff and management interviews indicated that some believed the shortages were due to hoarding or disposal of soiled linens, but audits and room checks did not substantiate widespread hoarding. Despite efforts to monitor and restock linens, the facility did not make prompt or effective efforts to resolve the residents' grievances, as required by policy.