Failure to Process and Investigate Resident Grievance Regarding Transportation
Penalty
Summary
The facility failed to process and investigate a grievance reported by a resident's MPOA regarding transportation to medical appointments. The MPOA stated that the resident was transported to appointments on multiple occasions without prior notification, and on two specific dates, the van driver dropped the resident off without ensuring the MPOA was present. The MPOA reported these concerns directly to the facility's Director of Nursing. However, a review of the facility's grievance log and records revealed that no grievances or complaints from the MPOA were logged for the relevant dates, and there was no completed grievance form or investigation documented. Further review of progress notes and appointment logs confirmed that the resident was transported to appointments on the dates in question, with staff present according to the notes. During staff interviews, the Corporate Coordinator acknowledged that the grievances were not logged and that the facility could not provide documentation of a completed investigation. Additionally, the van driver reported becoming ill and leaving the resident at an appointment on one occasion, but no information was available for the other incident. The facility's actions did not align with its grievance policy, which requires oversight, investigation, and written decisions for reported grievances.