Failure to Provide Anonymous Grievance Submission Process
Penalty
Summary
The facility failed to ensure that residents' rights to file grievances anonymously were honored, as required by their own grievance policy. The policy stated that grievances could be reported anonymously and that the facility could not require a signature on a grievance. However, during a resident group meeting, several residents indicated they did not know how to file a grievance or how to do so anonymously. Most residents reported that they simply told the Social Worker, nurses, or management if they had a concern, rather than using a formal or anonymous process. Observations of the posted grievance process information on all three living areas revealed instructions to return completed grievance forms to the RN Supervisor or Nurse Manager, or to contact the Nursing Home Administrator or Grievance Coordinator directly. There was no drop box or other method available for residents to submit grievances anonymously. During staff interviews, the Nursing Home Administrator confirmed that there was no process in place for anonymous grievance submission at the time of the survey.