F0565

D

Failure to Address and Resolve Resident Council Group Grievances

Greensboro, North Carolina Survey Completed on 01-10-2026

Penalty

No penalty information released

Summary

The facility failed to honor residents' rights to have group grievances from Resident Council meetings acted upon, resolved, and communicated back to them. Resident Council minutes from 10/14/25 documented multiple grievances, including staff having poor attitudes and using foul language, medications being dropped off and left in resident rooms, call lights not in reach, staff voicing confidential resident information in public areas, unsanitary shower rooms and bathrooms, and lack of communication regarding room changes. Only one grievance form was completed by the Administrator for that date, and it did not address the concerns about staff voicing confidential information, unsanitary shower rooms and bathrooms, or lack of communication about room changes.

Resident Council minutes from 11/18/25, completed by the current Activities Director, showed that old business and follow-up on grievances were reviewed and approved as corrected, but there was no evidence that the specific grievances from 10/14/25 regarding staff voicing confidential information, unsanitary shower rooms and bathrooms, and lack of communication about room changes were discussed, addressed, or resolved. The 11/18/25 minutes documented a repeat grievance about staff being rude and new grievances about call lights not being answered on 2nd and 3rd shifts, bugs being observed, staff turning off call lights and leaving without returning, residents not being told who their assigned nursing assistant was, and staff noise levels being too loud in the hallways. A grievance form completed by the Administrator on 11/18/25 listed some of these concerns, but there was no indication of investigation, interventions, or resolution for them.

Resident Council minutes from 12/16/25 again indicated that old business and follow-up on grievances were reviewed and approved, but there was no evidence that the previously voiced concerns about staff turning off call lights and not returning, residents not being told their assigned nursing assistant, and excessive staff noise were addressed. The 12/16/25 minutes documented a repeat grievance about medications being left in residents' rooms and new grievances that staff were not responding to residents in a timely manner, staff were using personal phones in resident rooms and on the hall, and staff were rushing residents when eating. During a Resident Council meeting on 1/7/26, the Resident Council President and several other residents stated that grievances had been repeated month after month without being fully addressed or resolved. The Activities Director reported that she forwarded the minutes to the Administrator and relied on him for follow-up information, and the Administrator acknowledged that the process for documenting and resolving all Resident Council concerns had not been fully carried out, describing this as an oversight.