Failure to Provide Written Grievance Resolutions to Residents
Penalty
Summary
The facility failed to ensure prompt and proper resolution of grievances for four residents who filed complaints. Although the grievance logs for November and December documented follow-up dates and noted resolutions, confidential interviews with residents revealed that none received written findings regarding their grievances. Some residents also reported not receiving verbal updates about the investigation outcomes or any actions taken against staff involved in their complaints. The residents recalled being interviewed by the administrator (ADM) serving as the grievance official, but not all were informed of the final outcomes or corrective actions related to their grievances. In an interview, the ADM stated that he communicated grievance findings verbally but did not provide written results, as he was unaware that the facility's policy required written notification. The ADM mentioned that the policies were new due to a company change and that neither he nor his supervisor was familiar with the process of issuing written resolutions. Review of the facility's grievance policy confirmed that both verbal and written communication of investigation findings and corrective actions to the complainant were required.