Failure to Treat Resident With Dignity and Respect During Staff Interactions
Penalty
Summary
The deficiency involves the facility’s failure to ensure that a resident was treated with dignity and respect. During an interview, the resident, who was alert, pleasant, and a cancer survivor, reported that she becomes scared and anxious when someone yells or screams at her due to a history of abuse by her husband. She stated that when a registered nurse (V5) spoke to her, the nurse sounded like she was screaming and yelling, which triggered the resident’s anxiety. The resident also reported that when she learned her physician had been in the building, V5 told her that because she went to her mammogram appointment, she missed seeing her doctor. The resident said this comment did not sit well with her because, as a cancer survivor, she needed to attend her mammogram appointments. Additionally, when she complained to V5 about foot pain from bone spurs, V5 allegedly responded, "there's always something wrong with you," making the resident feel as though she did not matter. In a subsequent interview, V5 acknowledged that, even without being told the name, she knew the resident involved because the resident had previously said V5 screamed and yelled at her. V5 stated that this was her normal voice and questioned what she could do about it, and reported that she had told the resident to bring any issues to the DON. V5 confirmed telling the resident she did not see her doctor because she was out for a mammogram and stated she was aware the resident was a cancer survivor but did not know the resident was offended by the comment. V5 also stated that the resident had many complaints about staff and that she told the resident she was alert and could speak to the DON herself. The Assistant DON (V3) described V5 as having a high-pitched voice and a bubbly personality and stated that V5 might not realize how her voice came across to the resident, while affirming that all residents should be treated with respect. The facility’s undated Dignity policy states that the facility will promote care in a manner and environment that maintains or enhances each resident’s self-esteem and self-worth.
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