Failure to Address Resident Concerns with Housekeeping and Laundry Services
Penalty
Summary
The facility failed to address ongoing concerns raised by residents regarding housekeeping and laundry services, as documented in Resident Council minutes over several months. Residents repeatedly reported issues such as inadequate cleaning of their rooms, particularly toilets and floors, and missing laundry items that were not returned for extended periods. Despite these concerns being brought up consistently from September through December, the problems persisted without resolution. Observations and interviews confirmed that laundry items were often unlabeled, inventory records were incomplete or not updated, and mesh bags intended to help track laundry were not consistently used by nursing staff. Staff interviews further revealed that complaints about insufficient cleaning and missing laundry were common and had been discussed both in Resident Council meetings and through individual grievances. Specific areas, such as the B hall, were noted as not being cleaned frequently, and residents expressed dissatisfaction with the thoroughness of housekeeping. The facility's failure to respond effectively to these repeated concerns resulted in ongoing deficiencies in both laundry and housekeeping services, affecting any resident whose needs in these areas were not met.