Failure to Resolve Resident Complaints About Delayed Call Bell Response
Penalty
Summary
The facility failed to resolve ongoing resident complaints regarding delayed call bell response times, as evidenced by multiple grievances and interviews with residents who were cognitively intact. Four residents reported waiting more than 30 minutes, and in some cases up to two hours, for staff to respond to their call bells. These concerns were documented both in written grievances and during interviews, with residents consistently stating that delays occurred on all shifts and affected their ability to receive timely assistance with basic needs such as toileting, mobility, and safety. Despite the facility's grievance policy, which requires prompt and adequate follow-up on resident concerns, there was no evidence that the facility effectively addressed or resolved these repeated complaints. The Nursing Home Administrator was unable to provide documentation showing that corrective actions taken in response to the grievances were successful or that follow-up with residents occurred to ensure their concerns were resolved.