Failure to Implement Grievance Process for Resident’s Missing PNA Funds
Penalty
Summary
The deficiency involves the facility’s failure to implement its grievance process and promptly resolve a resident’s ongoing complaint regarding non-receipt of a $130 Personal Needs Allowance (PNA) check from the Department of Children and Families (DCF). Resident #8, admitted with diagnoses including major depressive disorder and chronic pain, reported receiving a $30 SSI check and expecting an additional $130 state check that she had not received despite asking about it since 2024. During interview, she stated she had been requesting assistance with this issue with nothing happening. The facility’s grievance log for December 2024 showed a grievance from this resident involving dietary, social services, and the business office, marked as resolved the next day, and the Social Service Director stated the resident had requested to see the Business Office Manager (BOM) during that period. However, the actual grievance document was not available for review prior to survey exit. The BOM confirmed the resident was admitted in September 2024 and began complaining about the missing $130 check approximately three to four months after admission, requesting information on why she was not receiving it. The BOM stated there was likely a grievance and that social services would handle it, and reported sending a DCF fax cover sheet in early September 2025 noting the resident was not receiving the $130 state check and asking DCF to update from the time of admission. The BOM also stated the matter was turned over to the facility’s contracted Medicaid Specialist, and provided an email indicating the specialist had made an inquiry to DCF about the PNAS check in September 2025. No further information was available to show follow-up efforts or resolution of the PNAS issue with DCF prior to survey entrance. This inaction occurred despite facility policy requiring prompt efforts to resolve grievances, written investigation and reporting by the grievance officer within five working days, and maintenance of grievance records, as well as the BOM’s job description requiring maintenance of written records of resident complaints and follow-up with Medicaid in a timely manner.
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