Failure to Log, Investigate, and Provide Written Resolution of Grievances
Penalty
Summary
The deficiency involves the facility’s failure to follow its grievance policy and to honor a resident representative’s right to voice grievances and receive a response. A resident representative (Person #1) reported multiple care complaints and concerns about Resident #2 over a prolonged period to Social Workers (SWs), the Director of Social Services (DSS), and the Administrator. Person #1 was not initially aware of the facility’s grievance process and, once informed that such a process existed, sent multiple emails regarding complaints and concerns because he/she did not know how to use the grievance form. Person #1 reported not receiving any written resolutions or being made aware of how the complaints and concerns were resolved and expressed dissatisfaction with the lack of follow-through. The Administrator acknowledged that Person #1 had reported care complaints and concerns and stated she addressed them immediately but did not treat them as grievances, did not ensure they were entered into the grievance log, and did not investigate them as required by the facility’s grievance policy. She also did not provide written follow-up to Person #1 regarding findings or resolutions. The SW similarly reported that although she addressed the complaints and concerns identified in email correspondence, she did not log them as grievances, did not document the outcomes, and did not follow the grievance policy. The DSS reported that Person #1 had sent multiple emails with complaints and concerns, which she either addressed or forwarded to the former Administrator, but she also did not log them as grievances, document outcomes, or follow the grievance policy. This was inconsistent with the facility’s Resident Rights Policy, which states residents have the right to have the facility respond to their grievances, and the Grievance Policy, which requires the SW to document the complaint, actions taken, and resolution in the grievance log.
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