Failure to Inform Resident of Grievance Process and Address Complaint
Penalty
Summary
The facility failed to provide a resident with information on how to file a grievance and did not follow its own grievance policy and procedures. The resident, who had a history of cerebral infarction, hemiplegia, and a left above-the-knee amputation, required significant assistance with activities of daily living. During an interview and observation, the resident reported ongoing discomfort and irritation due to improper application of her adult brief, an issue she stated had persisted since admission. She also reported that some staff displayed negative attitudes when she requested assistance and that her complaints about the issue were not addressed. The Social Service Director (SSD) acknowledged awareness of the resident's complaint but did not document it in the grievance log or provide the resident or her family with information on how to file a grievance. The SSD admitted that she should have informed the resident about the grievance process and formally addressed the complaint. The Director of Nursing confirmed that residents should be informed about the grievance process, especially when there is an ongoing complaint. Review of facility policies indicated that staff are required to respond promptly to complaints and that the SSD is responsible for assisting residents in voicing and resolving grievances, but these procedures were not followed in this case.