Failure to Resolve Resident Grievance Regarding Missing Personal Property
Penalty
Summary
The facility failed to follow its grievance policy and resolve a resident's grievance within the required seven-day timeframe. A resident reported that his green personal phone had been missing for several months and that he had informed staff of the loss. The resident stated that the facility had not replaced the phone, and he was unable to contact his family as all contact information was stored on the missing device. The grievance form was dated nearly six months prior to the survey, and the administrator was unaware of the grievance until it was brought to her attention during the survey. The social services director acknowledged being informed of the missing phone but did not document discussions or actions taken, including the resident's involvement in the resolution process. The resident was his own responsible party, had a BIMS score of 11 out of 15, and was not capable of independent community outings. There was no documentation in the medical record or grievance form regarding the resident's participation in the decision not to replace the phone, nor was there evidence that the grievance was resolved within the required timeframe. The facility's grievance policy requires that grievances be answered within seven days and that the department head investigate and speak with the resident regarding the concern and possible resolution. These steps were not documented or completed as required.