Failure to Respond to Resident Call Lights in a Timely Manner
Penalty
Summary
The facility failed to answer resident call lights in a timely manner, as evidenced by multiple resident and visitor interviews, grievance log entries, and direct observations. Residents consistently reported waiting at least an hour, and sometimes up to an hour and a half, for staff to respond to activated call lights. Several residents stated that staff would turn off the call light and promise to return, but then failed to provide the requested assistance. Family members and visitors corroborated these accounts, noting that call lights often remained unanswered for extended periods and that they sometimes had to seek out staff multiple times to obtain help. The facility's own grievance log documented complaints about delayed call light responses, with conclusions indicating staff re-education or counseling, but residents reported no improvement over time. The facility's policy requires that call lights be accessible at each resident's bedside, toilet, and bathing area, and that all staff are responsible for responding to activated call lights. Despite this, interviews revealed that timely responses were not the norm, except during periods when state agency representatives were present in the facility. During these times, residents and visitors observed that call lights were answered much more quickly, with management and additional staff visibly assisting. The issue was described as ongoing by both residents and the facility ombudsman, who personally witnessed call lights remaining unanswered for over an hour.