Failure to Resolve and Communicate Actions on Repeated Resident Council Concerns
Penalty
Summary
The facility failed to adequately resolve and communicate its efforts to address repeated concerns raised by residents during Resident Council meetings over an eight-month period. Resident Council minutes consistently documented complaints regarding certified nursing assistants (NAs) using cell phones while working, slow response times to call bells—particularly on the second shift—and the early timing of ice distribution, which disturbed residents before breakfast. Despite these recurring issues being noted in the meeting minutes, the facility's documented responses were largely repetitive, indicating that concerns had been addressed, were being monitored, or would be discussed with staff, without evidence of effective resolution. During interviews, multiple residents expressed ongoing dissatisfaction, stating that their concerns were not taken seriously and that the facility's responses were unchanged from month to month. The Activity Director confirmed that the same issues were repeatedly brought up and that residents were disappointed with the lack of satisfactory resolution. The Administrator acknowledged the presence of cameras and stated that no staff had been identified using cell phones during care or delaying call light responses, but admitted to not thoroughly documenting or investigating the residents' concerns. The deficiency centers on the facility's failure to resolve and communicate actions taken regarding persistent resident complaints, as required by regulations supporting resident rights to organize and participate in resident/family groups.