Failure to Provide Drinks Consistent with Resident Preferences
Penalty
Summary
Surveyors observed that the facility failed to honor residents' drink preferences, specifically regarding access to coffee during meal times. On multiple occasions, residents requested additional coffee but were told by the Activities Assistant that they would have to wait until the drink cart was available, resulting in delays of at least 15 minutes or more. One resident attempted to share coffee with another due to the unavailability. Further observations showed residents with empty cups and continued lack of access to preferred beverages. Interviews with staff confirmed that there was no policy preventing residents from having coffee or other drinks at any time, but the process required notifying kitchen staff, which was not consistently done. These actions and inactions led to residents not receiving drinks consistent with their needs and preferences.