Failure to Ensure Resident Dignity and Respectful Communication
Penalty
Summary
The facility failed to ensure that residents were treated with dignity and respect, as required by policy and federal regulations. Multiple residents who were cognitively intact and dependent on staff for various activities of daily living reported or were observed to have experienced disrespectful or inappropriate communication from staff. One resident, who was unable to reach her call light, used her cell phone to request assistance and was spoken to rudely by a registered nurse, who told her to stop calling. The resident was unaware of her right to file a grievance and did not report the incident to facility leadership. Another resident reported that a registered nurse spoke loudly in the hallway, referring to residents as "drug addicts," and was rude and dismissive when administering medication. This resident reported the incident to the DON, but was unsure of the outcome. Additional grievances reviewed included a resident who experienced an argument with a nurse regarding IV line care, resulting in the resident developing blisters after the use of chlorhexidine, and another resident who was spoken to inappropriately by a CNA during a transfer, being told that other staff would not help because she was "too difficult to work with." The facility's grievance records did not indicate that the inappropriate communication by staff was addressed in the resolutions provided. Staff interviews confirmed awareness of some, but not all, of the allegations, and indicated that investigations were ongoing. The incidents demonstrate a pattern of staff failing to communicate respectfully with residents and discussing residents in areas where conversations could be overheard, in violation of residents' rights to dignity and privacy.