Failure to Address and Communicate Resident Council Housekeeping Concerns
Penalty
Summary
The facility failed to honor residents' rights to have their concerns addressed and communicated following Resident Council meetings over a four-month period. Resident Council minutes from October 2025 documented concerns about lack of available linens, towels, and washcloths. In November 2025, residents reported that housekeeping staff were not removing trash and were failing to clean bathrooms and bedrooms, but the minutes did not show any follow-up on the linen concerns from October. In December 2025, residents again raised housekeeping issues, including excessive water left on floors after mopping and inadequate bathroom cleaning, with no documented follow-up on the November concerns. In January 2026, residents continued to report that beds were not being made, bathrooms were not properly cleaned, and excessive water was left on floors after mopping, and there was again no documentation of follow-up on the December concerns. During a Resident Council group interview, multiple residents who regularly attended the meetings stated they felt staff did not truly address their concerns, noting that the only responses they typically received were that staff were working on it, were short-staffed, or lacked a housekeeping manager, while the same issues continued. The Resident Council President reported ongoing housekeeping concerns, including trash left in rooms, improperly cleaned bathrooms, and laundry issues, and residents expressed a desire for feedback from administration on efforts to resolve their concerns. The Activities Assistant acknowledged awareness of housekeeping concerns but stated that written grievances were not consistently completed for issues raised in Resident Council, that grievances were handled verbally, and that department managers had not attended Resident Council meetings for the past three months. The newly hired Housekeeping Manager reported he was unaware of the Resident Council housekeeping concerns, the DON stated she was not aware that residents' beds were not being made, and the Administrator stated he did not participate in Resident Council meetings, was unaware of the housekeeping issues raised, and did not know that grievance forms were not being used for Resident Council concerns.
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