F0585

D

Failure to Resolve Grievances Related to Transportation and Billing

Pompano Beach, Florida Survey Completed on 01-14-2026

Penalty

No penalty information released

Summary

The facility failed to honor a resident representative’s grievances regarding transportation and billing. The resident, who had moderate cognitive impairment and required substantial to maximal assistance with ADLs, was sent to the hospital via 911 after a fall on 12/04/25. The resident’s POA reported that when the hospital contacted her about returning the resident to the facility, she called the facility and was told by the Unit Manager not to worry and that the facility would handle the transportation and call her back. The POA did not receive a follow-up call and ultimately paid $150.00 for the resident’s return transport. Interviews later showed differing understandings among staff: the UM stated she believed hospitals usually arrange return transportation and reported being told the resident’s insurance would not cover it, while the DON and Admissions Coordinator stated that Admissions is responsible for arranging returns and that, for this long-term care resident, the facility should have paid regardless of insurance.

The facility also failed to adequately address the POA’s grievance regarding billing. The POA received a bill in November 2025 that included charges from August, September, and October and requested a complete itemized billing statement from the start of the resident’s stay, including a clear explanation of services rendered. The grievance record dated 12/16/25 documented this request. The Business Office Manager reported speaking with the POA by phone and emailing a copy of the bill on 11/19/25, but the attached billing statement was not itemized as requested. The BOM stated she was not aware that an itemized bill had been requested and confirmed she had no further contact with the POA after sending the non-itemized bill, leaving the POA’s specific grievance about itemization unresolved.