Failure to Address Resident Council Grievances and Protect Residents from Retaliation
Penalty
Summary
The facility failed to address and provide feedback on concerns raised by the Resident Council (RC) for several residents, as well as failed to ensure residents were free from fear of retaliation when reporting grievances. Multiple RC meeting minutes over several months documented repeated requests from residents for additional activities and changes to the activities schedule, such as more arts and crafts supplies, Spanish language classes, and activities at preferred times. Despite these requests, there was no documented response or feedback from the facility in subsequent RC meetings, and residents reported not receiving any follow-up or information about the status of their concerns. Residents with various medical conditions, including urinary tract infection, muscle weakness, chronic pain, heart failure, diabetes, kidney disease, and spina bifida, were involved in the RC and expressed that their requests and recommendations were not acknowledged or acted upon. Interviews with residents confirmed that they did not receive feedback or see any changes based on their input, and staff interviews revealed that while concerns were reportedly passed on to appropriate departments, there was no consistent process for providing feedback to the RC group. Additionally, the facility did not ensure that residents felt safe from retaliation when reporting grievances. One resident reported discomfort and fear of reprisal after being confronted by social services staff for previous grievances, and others stated they would not report concerns due to fear of what might happen. The facility's grievance policy stated that grievances could be filed without fear of discrimination or retaliation, but there was no evidence that concerns about retaliation were resolved or that residents were reassured and protected as required.