Failure to Timely Address Resident Grievances Regarding Housekeeping
Penalty
Summary
The facility failed to review and resolve multiple resident grievances regarding housekeeping in a timely and effective manner, as evidenced by ongoing complaints documented in three consecutive months of Resident Council meeting minutes. Residents repeatedly expressed concerns about unclean floors, unemptied trash, and a lack of general housekeeping, particularly on weekends when no dedicated housekeeping staff were assigned. These grievances were raised during council meetings but did not receive a response or resolution from facility management. Specific residents reported that their rooms were left unclean throughout the weekend, with one resident managing persistent odors and unclean conditions due to accidents until staff returned on Monday. Interviews with the Housekeeping Manager and Administrator confirmed awareness of the complaints and acknowledged that staffing shortages, especially on weekends, contributed to the unresolved issues. Despite being aware of the ongoing concerns, the facility did not take prompt or effective action to address the grievances, resulting in persistent environmental issues for the residents.