Delayed Refunds to Residents and Representatives After Discharge or Death
Penalty
Summary
The facility failed to provide timely refunds to two residents or their representatives following discharge or death, as required by policy and regulation. For one resident who was discharged, the facility overbilled and delayed issuing a refund of $489.72. The refund process was prolonged due to miscommunication, changes in billing services, and errors in mailing the check, resulting in the resident's representative not receiving the funds until several months after discharge. The representative reported inconsistent information from the facility regarding the status of the refund, and the check was ultimately picked up at the facility after multiple reissuances. For another resident who passed away, the facility did not promptly convey the trust fund balance of $530.58 to the appropriate party. Staff waited for direction from the resident's representative regarding the use of the funds for funeral services, and after declining, the facility prepared to send the refund to the Office of Financial Recovery. These delays in refunding owed amounts did not comply with the facility's admission agreement or regulatory requirements, placing resident families and representatives at risk for financial hardship.