Failure to Provide Accessible Grievance Process Information
Penalty
Summary
The facility failed to ensure that residents had accessible and adequate information regarding their right to voice grievances without discrimination or reprisal. Observations revealed that the grievance procedure was posted in only two locations: one near the front entrance, affixed approximately nine feet above the floor, making it difficult for residents—especially those in wheelchairs or of shorter stature—to read, and another behind the nurse's station desk, in an area not accessible to residents. A walkthrough of the facility confirmed that these postings were not positioned in a way that supported easy viewing or access by residents, their representatives, staff, or visitors. Additionally, there was no evidence that grievance forms or instructions for filing anonymous grievances were readily available to residents. Interviews with five of six residents indicated that they had not received information about the process for filing grievances or concerns within the facility. These residents reported being unaware of their right to formally voice concerns or complaints and did not know who to contact or where to find grievance forms or related resources. The facility's Grievance Policy required that residents be notified on how to file a grievance orally, in writing, or anonymously, with postings in prominent locations, but this was not being met in practice.