Failure to Ensure Resident Communication Rights Due to Phone System Issues
Penalty
Summary
The facility failed to ensure that residents and their representatives had the right to communication and access to persons and services within the facility. Review of facility policy confirmed that residents are entitled to such communication. However, concerns from resident representatives indicated repeated unsuccessful attempts to contact facility staff over a period of weeks, with voicemails and emails going unanswered and no correspondence or returned calls from the administration office. During staff interview, the DON explained that administrative offices had recently been relocated, requiring new phone extensions, but the process was delayed due to maintenance staff absence. The DON acknowledged that the current phone situation did not allow residents or their representatives to easily communicate with facility personnel.