Failure to Provide Timely Updates on Resident Council Concerns
Penalty
Summary
The facility failed to provide timely updates to residents regarding concerns raised during resident council meetings, as required by their own policy. Specifically, three cognitively intact residents with various medical conditions, including multiple sclerosis, quadriplegia, and coronary artery disease, reported that issues such as staff discussing other residents, insufficient staffing, and long call light response times were repeatedly brought up in meetings. Despite these concerns being documented in the Resident Voice Minutes over several months, residents stated they did not receive follow-up or updates from administration or staff about actions taken to address these issues. Interviews with residents and staff revealed that the Director of Nursing did not regularly attend resident council meetings and was unaware of when they occurred. The Activity Director did not document follow-up conversations with residents, and the Case Manager confirmed there was no formal process for following up on concerns voiced in resident council. Residents expressed frustration that their concerns, particularly about staffing and call light response times, were not addressed or communicated back to them, impacting their daily routines such as timely access to breakfast and coffee.