Failure to Communicate and Follow Up on Resident Transfer Request
Penalty
Summary
The facility failed to ensure timely follow-up and communication regarding a resident's request to transfer to another facility. The resident, who had diagnoses including heart failure, obesity, and reduced mobility, was cognitively intact and required significant assistance with daily activities. Despite the resident's clear request for assistance with transferring, there was no documented evidence that the facility contacted the requested receiving facility or provided the resident with updates about the status of the transfer for approximately one month. The resident expressed frustration and dissatisfaction due to the lack of communication and support for his care preferences, and even stopped participating in physical therapy sessions in anticipation of the transfer. Interviews revealed that the Social Services Worker acknowledged failing to follow up on the transfer request and not providing updates to the resident. The Director of Nursing confirmed that it was the responsibility of the Social Services Worker to assist residents with grievances and requests, including communicating updates. Review of facility policy indicated that residents have the right to be informed of and participate in care planning, and to have the facility respond to grievances. The lack of timely follow-up and communication impeded the resident's request and negatively affected his experience.