Failure to Honor Resident Food Preferences and Grievance Resolution
Penalty
Summary
The facility failed to provide food services that met the stated preferences of five out of eight sampled residents. Multiple residents reported that their menu selections and food preferences, such as specific meal choices and requests for double portions, were not honored. For example, one resident did not receive their ordered cheeseburger and had to request it directly from the kitchen, while another reported not receiving their requested hamburger, juice, and tea for lunch. Several residents filed grievances regarding not receiving double portions or specific meal items, but continued to experience the same issues despite the grievances being marked as resolved in the facility's log. Observations and record reviews confirmed that residents did not consistently receive the foods or portions indicated on their meal cards, such as double portions, condiments, or additional beverages. Interviews with dietary staff and the registered dietician revealed a lack of communication regarding residents' grievances and food preference changes, with the dietician unaware of several residents' requests for double portions. The administrator acknowledged that food preferences should be honored and that the ongoing issues did not meet facility expectations.