Verbal Abuse by CNA During Resident Care
Penalty
Summary
A deficiency occurred when a certified nursing assistant (CNA) engaged in verbally abusive behavior toward a cognitively intact resident while assisting her with morning care. The CNA entered the resident's room wearing earphones and was loudly conversing on the phone, using vulgar and offensive language, including repeated use of profanities and religious expletives. The resident, who was alert and able to recall the incident, reported feeling confused, intimidated, and personally offended by the language and the CNA's angry tone. She expressed fear of potential retaliation and reported the incident to staff to prevent similar occurrences with other residents. Staff interviews and documentation confirmed that the incident was promptly reported to nursing and social services. The CNA was observed on camera using her phone in the hallway outside the resident's room, though the audio was not captured. The facility's policy defines verbal abuse as the use of disparaging or derogatory language within hearing distance of residents, regardless of their ability to comprehend. The investigation substantiated the resident's account, confirming that the CNA's conduct constituted verbal abuse and failed to provide the resident with the attention and respect required.