Failure to Provide Written Grievance Outcomes to Resident
Penalty
Summary
The facility failed to provide the results of multiple grievances filed by a resident and/or their responsible party. The resident, who was diagnosed with amyotrophic lateral sclerosis (ALS), diabetes type 2, and major depressive disorder, was cognitively intact and able to communicate effectively. Despite submitting several grievances regarding perceived violations of resident rights and substandard care, neither the resident nor their responsible party received written updates or resolutions regarding the status of these grievances, even after repeated requests. Documentation reviewed showed that the facility investigated the grievances, but there was no indication that the outcomes or resolutions were communicated in writing to the resident or their responsible party. Interviews with facility staff confirmed that while some outcomes were discussed verbally, the resident's specific request for written updates was not honored. The Social Services Director acknowledged that written communication should have been provided, and the Director of Nursing stated that timely updates are a resident right. The facility's own grievance policy required that residents or their representatives be informed of the findings and any corrective actions in a timely manner. However, the lack of written communication regarding the resolution of grievances led to the resident feeling stressed, helpless, and distrustful of the facility. The resident escalated the complaints to the state health department due to the lack of response from the facility.