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F0585
E

Failure to Provide Grievance Information and Follow-Up

Lindale, Texas Survey Completed on 10-29-2025

Penalty

Fine: $19,115
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The penalty, as released by CMS, applies to the entire inspection this citation is part of, covering all citations and f-tags issued, not just this specific f-tag. For the complete original report, please refer to the 'Details' section.

Summary

The facility failed to provide residents and their representatives with adequate information regarding their rights to file grievances, including the grievance procedure, access to grievance forms, information about the grievance officer, and the process for filing anonymous grievances. During record review, it was found that 9 out of 13 grievances had not been followed up by the grievance officer or administrator. Interviews revealed that the Resident Council President and other staff were aware of grievances that had not received responses, and there was no system in place for submitting grievances anonymously. Grievance forms were only available outside the social worker's office, and the process for handling grievances was not consistently followed. The administrator and social worker (grievance officer) acknowledged that several grievances had not been addressed and that there was a lack of follow-up. The assistant director, who helped residents file grievances, stated she was not informed of the outcomes. The facility's grievance policy required prompt notification and written responses within five working days, but this was not consistently implemented. The lack of proper grievance handling and communication placed residents at risk of having their concerns unresolved.

See complete original report
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