Failure to Address Resident Council Grievances Through Facility Process
Penalty
Summary
The facility failed to utilize its grievance process to address and follow up on concerns raised by residents during Resident Council meetings. Specifically, two residents reported issues such as slow-draining showers, towels not being picked up after bathing, and bed linens not being changed in a timely manner. These concerns were documented in Resident Council meeting minutes over several months, but there was no evidence that the facility's Grievance Official evaluated, investigated, or took action to resolve these issues as required by the facility's grievance policy. The policy mandates that the Grievance Official respond within three working days, complete grievance resolution forms, and follow up with the individual who expressed the concern, but no such documentation or follow-up was found in the grievance log or binder for the period reviewed. Interviews with staff confirmed that the grievance process was not consistently used for concerns raised during Resident Council meetings, and that grievance forms were not completed for these issues. The Activity Director and the former Grievance Official both acknowledged that the process was not followed and that concerns were not addressed or followed up on in a timely manner. This lack of action was confirmed by the absence of documentation in both the Resident Council minutes and the facility's grievance records.