Failure to Ensure Residents Are Treated with Dignity and Respect
Penalty
Summary
The facility failed to ensure that residents were treated with dignity and respect, as required by their own policy and federal regulations. Multiple residents and their representatives reported that certain Certified Nurse Aides (CNAs) displayed rude, abrupt, and unfriendly behavior. Specifically, three residents described negative interactions with CNA #1, including being spoken to in a snappy or gruff tone, being told to perform tasks they were unable to do due to their physical limitations, and generally feeling that the aide was not kind or considerate. These residents had varying medical conditions, such as cerebral infarction, hemiplegia, orthopedic aftercare, and required assistance with personal care, with cognitive assessments indicating that at least two were cognitively intact and able to report their experiences. Staff interviews corroborated the residents' accounts, with several employees and nurses acknowledging that CNA #1 had a reputation for being abrupt, loud, and unfriendly, though not physically abusive. The Director of Nursing (DON) and Administrator were aware of these complaints and had previously spoken to CNA #1 about her tone and demeanor, noting that disciplinary action had been taken in the past for similar grievances. Additionally, another CNA (CNA #3) was reported and disciplined for being loud, rude, and cursing in the hallway, including in the presence of residents and their families. Documentation showed that CNA #3 had a history of similar incidents, including being suspended and later terminated after repeated complaints and investigations. Observations by the surveyor further confirmed the unprofessional conduct, such as a CNA responding to questions in a rude manner and displaying an unapproachable demeanor. The DON and Administrator acknowledged the ongoing issues with staff behavior and confirmed that residents have the right to be treated with respect and kindness. The facility's failure to address these repeated concerns and ensure all residents are treated with dignity resulted in a deficiency related to resident rights and dignity.