Verbal Abuse by CNA During Toileting Assistance
Penalty
Summary
A deficiency occurred when a certified nursing assistant (CNA) was verbally abusive to a resident during toileting assistance. The resident, who was cognitively intact and dependent on staff for several activities of daily living, reported that the CNA told her to hurry up and finish on the bedpan because the CNA had other people to take care of. This comment was perceived by the resident as verbally abusive and caused her mental anguish. The incident was substantiated by the facility after investigation, and the CNA was identified as the perpetrator of the verbal abuse. The facility's policy defines abuse as the willful infliction of injury, intimidation, or punishment resulting in physical harm, pain, or mental anguish, including verbal abuse. The incident was reported through the facility's self-reported incident process, and interviews with the resident and facility leadership confirmed the occurrence of verbal abuse. The deficiency was identified during a review of records, interviews, and facility policy, affecting one resident among those reviewed for abuse.