Resident Subjected to Verbal Abuse and Neglect by CNA
Penalty
Summary
A resident with multiple medical conditions, including stroke, anemia, gout, heart attack, diabetes, asthma, atrial fibrillation, and vertigo, who was alert, oriented, and required extensive assistance for all activities of daily living, experienced neglect and abuse by a Certified Nursing Assistant (CNA). During an interview, the resident requested milk at lunch, which was available on the unit, but the CNA responded in a loud, curt, and dismissive manner, refusing to provide the milk and displaying frustration and anger. This interaction caused the resident to become fearful, whispering to the surveyor and expressing concern about possible retaliation for making requests. The resident also indicated that such treatment was common from multiple staff members. The dietary manager confirmed that milk was available at all times and could be provided upon request, contradicting the CNA's refusal. The CNA's repeated withholding of readily available goods and services, combined with the angry and dismissive manner, resulted in the resident experiencing fear and reluctance to speak up. The surveyor's observations and interviews with the resident and staff established that the environment was not free from abuse and neglect, as required by facility policy and regulations.