Failure to Provide Dignified Communication for Resident with Language and Hearing Barriers
Penalty
Summary
A deficiency was identified when the facility failed to provide a dignified experience for a resident with communication barriers, specifically by not utilizing alternate communication methods as outlined in the resident's care plan and facility policy. The resident, who had diagnoses including Alzheimer's disease, bilateral hearing loss, and a language barrier due to primarily speaking Russian, was observed to lack access to a communication board in her room. Staff interactions with the resident were limited, with some staff not speaking to her or relying solely on hand gestures and simple English phrases, despite her care plan recommending the use of translation applications and communication aids. Interviews with staff revealed inconsistent use of translation applications, with some staff not having the app on their phones and others only using it if hand gestures were ineffective. The resident and her daughter both reported ongoing difficulties in communication, with the resident expressing frustration and stress due to her needs not being understood or met, including issues with medication administration timing and requests for assistance. The facility often relied on the resident's daughter to translate, rather than consistently using professional translation aids or services as required by policy. Review of the facility's policy confirmed that communication assistance should be provided through various aids and that family members should not be used as interpreters unless specifically requested by the resident after being offered a professional interpreter. Despite this, the facility's practice did not align with policy requirements, resulting in the resident experiencing daily struggles to communicate her needs and participate meaningfully in her care.