F0576

D

Failure to Ensure Private Telephone Access and Unopened Mail Delivery

Edmonds, Washington Survey Completed on 02-06-2026

Penalty

No penalty information released

Summary

The deficiency involves the facility’s failure to ensure residents had reasonable access to telephones and privacy for calls, as well as failure to ensure mail was delivered unopened. Facility policy on resident telephone use stated that residents shall have easy access to telephones, that telephones are available for private calls, and that telephones will be in areas that offer privacy and accommodate residents with hearing impairment or who use wheelchairs. The mail policy stated that residents may send and receive personal mail and other communication confidentially, that mail will be delivered unopened, and that staff will not open mail unless the resident requests it, with such a request documented in the care plan.

For telephone access, one cognitively intact resident who was dependent for mobility reported they had not had a telephone since admission and had asked several nurses for one. Multiple observations on different days confirmed there was no telephone in this resident’s room and that the wall jack had no phone plugged in. A CNA and an LVN both stated that residents were supposed to have telephones in their rooms and acknowledged that this resident did not have one, with the LVN stating the resident should have a phone and that maintenance would normally be notified to place a portable phone if needed. The Maintenance Director stated that before new residents are admitted, staff check the phone, TV, call light, and bed, and that some phone lines are not working and residents are informed before admission, but also stated they expected this resident to have had a phone. The Maintenance Director further stated that residents without a need for privacy could use the nurse’s station phone, and for privacy could use the Nurse Manager’s or Social Services’ offices, and confirmed there were no telephones in common areas and no cordless phones currently available.

For mail, another cognitively intact resident reported that several delivered packages had been opened and that they were told Social Services staff opened them to check for pills or liquids. The Administrative Assistant stated that Life Enrichment staff delivered packages and that if a package sounded like it contained medication, Social Services ensured it was given to nursing; they also acknowledged the resident had complained about opened packages and that the resident was told packages that sounded like pills would be sent to the nursing station. The Social Services Assistant stated they sometimes delivered mail, that if packages sounded like pills they would give them to a nurse, and that they had delivered an already opened package to this resident, which did not appear damaged, and they did not know who opened it. The resident reported receiving five or six opened packages, distinguishing between some that arrived damaged with tears and others that appeared cut open, and provided photos showing a large plastic package with a straight-line opening and inner packages, including one opened package outside the main bag. The Administrator stated they expected residents to receive mail unopened and that some residents order their own medications, and further stated they would expect staff to open packages in the resident’s presence.