Failure to Maintain Resident Dignity and Respectful Communication
Penalty
Summary
The deficiency involves failure to ensure resident dignity and respect for personal privacy and communication rights for two residents. In the first instance, a GNA entered a resident’s closed room without knocking or introducing herself while surveyors were present. When questioned immediately afterward, the GNA was unable to explain why she had entered without knocking or greeting the resident. The DON later confirmed that facility practice and expectations require all staff to knock, wait for a response or check for visitors, and then greet and introduce themselves and state their purpose every time they enter a resident’s room. In the second instance, a resident reported feeling mistreated and disrespected by a specific GNA who, according to the resident, communicated by pointing and using hand gestures instead of speaking. The resident stated this made him/her feel anxious, offended, and disrespected, and reported the concern to a family member, who then reported it to the facility. The facility’s investigation file documented that the resident’s POA reported the same concerns, and that the GNA acknowledged using both verbal and non-verbal communication, including hand gestures, with the resident. A psychiatric note documented that the resident felt anxious when a particular staff member provided care and that this staff member used hand gestures instead of verbal communication. The Administrator confirmed that the facility substantiated that the GNA used non-verbal communication with the resident, and acknowledged that this caused the resident to feel anxious, offended, and disrespected, constituting a dignity concern.
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