Failure to Ensure Resident Dignity and Respect Due to Deficient Staff Attitudes and Communication
Penalty
Summary
The facility failed to ensure that residents were treated with dignity, respect, and a customer service approach, as evidenced by multiple resident and family interviews, observations, and grievance reviews. Residents reported that staff often did not address all their needs during care, such as not assisting with oral hygiene or washing in the morning, and sometimes made residents feel like they were a burden. Several residents described staff as having poor attitudes, lacking caring mannerisms, and being dismissive or even mocking toward residents. One resident recounted witnessing a CNA cussing at a hospice patient in pain, while others described staff as being loud, using inappropriate language, and making residents feel disrespected or uncared for. Grievance records further documented concerns about staff approach, including staff refusing reasonable food substitutions, failing to provide timely incontinence care, and making racially insensitive or inappropriate remarks. Residents expressed a lack of confidence in the grievance process and reported fear of retaliation if they voiced concerns. Family members also noted that staff were not invested in resident care, leading to increased stress and concerns about the quality of care provided. These findings collectively demonstrate a pattern of deficient staff behavior and communication that compromised residents' rights to dignity, self-determination, and respectful treatment.