Failure to Protect Residents from Verbal Abuse by Staff
Penalty
Summary
Facility staff failed to protect three residents from verbal abuse by staff members. One resident, who was cognitively intact as indicated by a BIMS score of 14, reported that a dietary staff member yelled at him, argued, slammed a door, and used profane language when he requested a sandwich. The staff member admitted to yelling and shutting the door but did not acknowledge wrongdoing. The incident was not initially reported to the unit manager, indicating a lapse in communication and immediate protective measures. Two other residents, both cognitively intact with BIMS scores of 14 and 15, experienced verbal abuse from an LPN in the facility's smoking courtyard. The LPN yelled at one resident to provide a urine sample and, when the other resident intervened, told him to "shut up" and continued to raise her voice. Both residents described the staff member's behavior as verbally abusive and rude, and their statements were consistent and corroborated each other's accounts. The facility's policy states zero tolerance for abuse, including verbal abuse, yet staff members engaged in yelling, use of inappropriate language, and disrespectful interactions with residents. The incidents were substantiated through resident interviews, staff interviews, and review of facility documentation, demonstrating that the facility did not ensure residents were free from verbal abuse as required.