Verbal Abuse of Resident by Volunteer During Activity
Penalty
Summary
A deficiency occurred when a resident was subjected to verbal abuse by a volunteer during a bingo activity. The resident reported that the volunteer spoke to her in a demeaning manner, repeatedly telling her to go to the bathroom even when she did not need to, and used language that made her feel uncomfortable. Written statements from staff and other residents corroborated that the volunteer made inappropriate comments, such as referencing the resident's need to use the bathroom in front of others and making remarks about cleaning up after her. These actions led the resident to feel sadness and withdrawal, particularly in the presence of the volunteer. Multiple staff and resident statements indicated that the volunteer's behavior was observed by others, with reports of the volunteer being demanding, rude, and causing embarrassment to residents. The affected resident was noted to carry a towel to sit on as an act of shame, further highlighting the impact of the verbal abuse. The facility was made aware of the incident and initiated an investigation after being informed by staff and residents.