Failure to Resolve Resident Council Grievances in a Timely Manner
Penalty
Summary
The facility failed to resolve grievances raised during resident council meetings in a timely manner for three out of six monthly meetings, as evidenced by interviews, record reviews, and policy review. Three residents, including two who were cognitively intact and one who was severely cognitively impaired, confirmed that issues such as requests for more puzzles, shopping trips, fresh fruit and vegetables, snacks, and specific meal preferences were repeatedly brought up in council meetings without follow-up or resolution. Meeting minutes from multiple months showed that concerns were documented but not addressed, and there was no evidence of feedback or updates provided to the council members regarding the status of their grievances. Staff interviews revealed that the Concierge, responsible for addressing grievances, was not invited to several resident council meetings and only recently began attending after being invited by the council president. Residents and council attendees expressed frustration over the lack of follow-up, with complaints remaining unresolved from month to month. The facility's policy requires that council recommendations and issues be reviewed by the Administrator and that responses be presented at the next meeting or sooner, but this process was not followed as documented in the meeting minutes and confirmed by staff and resident interviews.