Failure to Address Resident Grievances and Excessive Call Light Wait Times
Penalty
Summary
The facility failed to adequately address resident grievances regarding excessive call light wait times for all 18 residents reviewed. Multiple residents reported waiting extended periods, ranging from 15 minutes to over two hours, for assistance after activating their call lights. Several residents described being left in soiled conditions, experiencing humiliation, discomfort, and emotional distress as a result. Interviews revealed that staff sometimes turned off call lights without providing the requested assistance, and residents felt their complaints were either ignored or not resolved. The facility's call light system was operational, but there were no visual indicators outside resident rooms or at the nurse's station, relying solely on a beeper system for staff notification. The DON and ADON confirmed that call light audits and monitoring, which had been implemented after a previous survey, were discontinued after a certain date with no explanation or documentation for the cessation. There was no specific facility policy or defined expectation for timely call light response, and staff education did not specifically address prompt call light answering. The ADON was unable to articulate a standard for reasonable response time, and the facility's in-service records did not include targeted training on this issue. Review of resident care plans and grievance records showed that many residents required substantial to maximal assistance with ADLs and were frequently incontinent, making timely response to call lights critical for their dignity and hygiene. Grievance forms documented repeated complaints about long wait times, with some forms lacking evidence of resolution or follow-up. In several cases, residents or their families reported that grievances were not addressed, and staff actions were limited to verbal reassurances or corrective actions without systemic improvement. The facility's policy on resident rights emphasized dignity and prompt grievance resolution, but the documented practices did not align with these standards.