Failure to Provide Accessible and Clearly Identified Survey Results
Penalty
Summary
The facility failed to make survey results readily accessible and known to residents and visitors. On one survey day, the survey results binder was observed in the lobby in an unlabeled binder placed about five feet off the ground in a wall-mounted wire rack, with no posting or indication of what it was or where survey results were located. This placement made it impossible for residents in wheelchairs to reach the binder without assistance. A facility-wide observation also revealed there was no posted notice anywhere in the building indicating the location of the survey results. Interviews with staff and residents showed a lack of awareness and education regarding survey results and their location. One receptionist, who worked weekdays, did not know where the survey results were, had not been educated about them, and only guessed that an unlabeled binder might contain them. Another receptionist, who worked afternoons and evenings, believed the survey results were in a drawer at the front desk and also reported no education on what they were or where they were kept. Multiple residents attending a Resident Council meeting stated they did not know what survey results were or where they were located, and the Activity Director acknowledged she had not reviewed this information during Resident Council meetings and was unsure of the exact location of the survey results. The Administrator reported knowing the binder was in the lobby near the front door but was unaware there was no posted notice, that the binder was not labeled, and that the receptionists had not been educated on the survey results’ location.
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