Inaccessible Grievance Boxes Limit Resident Access
Penalty
Summary
The facility failed to provide accessible grievance boxes to residents in three locations: the 300-lounge, main dining room, and front lobby. According to the facility's own grievance policy, grievances may be submitted orally or in writing and may be filed anonymously. However, observations and interviews revealed that the grievance boxes were mounted at heights of 53, 52, and 51 inches, respectively, which exceeds the ADA-recommended maximum height of 48 inches for operable parts to ensure accessibility for individuals using wheelchairs. Additionally, access to the boxes in the 300-lounge and front lobby was obstructed by tables. During a resident group interview, residents reported that they could not anonymously file grievances because the boxes were too high to reach, not designed for people in wheelchairs, and required assistance from staff, which compromised anonymity. The Nursing Home Administrator confirmed these findings during an interview, acknowledging that the facility did not make the grievance boxes accessible in the identified locations.