Failure to Promptly Resolve and Document Resident Grievance
Penalty
Summary
A resident reported the presence of ants in her room and filed a formal grievance regarding this issue. The grievance was submitted on 12/22/2025, and the resident provided a photo of the written grievance. However, a review of the facility's grievance log for December 2025 did not show any record of this grievance. Staff interviews confirmed that the grievance was submitted to the Nursing Home Administrator (NHA) by Social Services, but there was no follow-up or documentation of the outcome. The NHA acknowledged receiving the grievance and stated that the Plant Director observed ants in the resident's room, but the original grievance form could not be located. The facility's policy requires that all grievances be documented, tracked, and resolved promptly, with evidence of the results maintained for at least three years. Despite these requirements, the facility failed to document the grievance in the log, did not maintain the original grievance form, and did not provide evidence of prompt resolution. Staff involved were unaware of the outcome, and the process outlined in the facility's grievance policy was not followed.