Failure to Maintain Dignity and Attentive Care During Assisted Dining
Penalty
Summary
Staff failed to treat two residents with respect and dignity during assisted dining, as observed during a lunch meal. Certified Nursing Assistant (CNA) and a Hospitality Aide (HA) were seen standing while feeding residents who required assistance, despite facility guidelines and training that require staff to sit at eye level with residents during feeding. One aide moved a chair out of the way to stand, and another provided food to a resident without any interaction, offering continuous bites without pause. The same aide was also observed using her phone under the table while feeding, and at one point left the resident to answer a call without communicating with him. Additionally, a Registered Nurse (RN) was observed scrolling on her phone while she was supposed to be monitoring the dining room, both during and after the meal. Facility policy prohibits the use of personal communication devices during work hours and specifically during resident dining assistance. Interviews with staff confirmed they were trained to sit while feeding residents and to avoid phone use, but they did not follow these protocols. The Director of Nursing (DON) and Regional RN both stated that sitting at eye level and refraining from phone use are expected standards, and that these expectations are included in the employee handbook and dining room etiquette guidelines. The residents involved had significant cognitive and physical impairments, including Parkinson's Disease and multiple sclerosis, requiring varying levels of assistance with eating. One resident was noted to have severe cognitive impairment and needed supervision, while the other had moderate impairment and required substantial or maximal assistance. The lack of interaction and inattentive behavior by staff, including the use of phones and failure to sit at eye level, did not promote a dignified environment or enhance the residents' quality of life, as required by facility policy and federal regulations.