Verbal Abuse by Maintenance Staff Toward Resident
Penalty
Summary
A deficiency occurred when a maintenance staff member engaged in verbally abusive behavior toward a resident. The incident began after the resident had expressed care concerns from the previous evening and had an interaction with a unit manager, during which the resident was told they could leave against medical advice if they wished to be discharged. Shortly after, the maintenance staff member entered the resident's room without a work order or valid reason, rapidly knocked, and confronted the resident in a loud and disrespectful manner, repeatedly accusing the resident of attempting to spit on the unit manager. This confrontation was captured on an audio recording made by the resident and corroborated by facility video footage. The resident, who had diagnoses including a left leg fracture, muscle weakness, and obesity, was cognitively intact and able to communicate effectively. During the incident, the resident remained calm and denied the accusations, while the maintenance staff member insisted on the claim and stated that the resident needed to be removed from the facility. The resident subsequently called 911, reporting that they felt unsafe due to the staff's behavior. Multiple staff interviews confirmed that the maintenance staff member's tone was loud, aggressive, and accusatory, and that their actions were considered verbally abusive and unprofessional. Facility policy and New York State regulations require that residents be protected from all forms of abuse, including verbal abuse. The investigation revealed that the maintenance staff member acted outside their scope of duties, entered the resident's room without proper cause, and failed to treat the resident with dignity and respect. The staff member's behavior was acknowledged by facility leadership and other staff as inappropriate, undignified, and in violation of resident rights.