Failure to Ensure Effective Communication and Dignity Due to Staff Language Barriers
Penalty
Summary
The facility failed to ensure that residents were treated with respect and dignity by not providing staff who could effectively communicate in a language understood by the residents. Multiple residents and a resident representative reported difficulties in communication due to staff members, particularly CNAs, not speaking English or having thick accents that made understanding difficult. This language barrier resulted in residents' preferences not being followed and caused frustration among residents, especially those with cognitive or hearing impairments. The issue was noted to be more prevalent during night shifts, and several complaints and grievances had been filed regarding the inability to communicate effectively with staff. Interviews with facility staff, including the LPN, Social Services Director, and DON, confirmed awareness of the language barrier issue. The DON acknowledged that while a language line and bilingual staff were available, there was no documented training or policy addressing language barriers, and some staff members had difficulty understanding English. The facility's own policy required communication of resident rights in a language familiar to the resident, but this was not consistently implemented. The deficiency was identified through interviews, record reviews, and policy examination, highlighting a failure to honor residents' rights to communication, dignity, and self-determination.