Failure to Protect Residents From Call Light Tampering and Verbal Abuse
Summary
The deficiency involves the facility’s failure to protect several residents from abuse and neglect by ensuring access to functioning call lights and freedom from verbal abuse. Multiple residents with significant physical and cognitive impairments were care planned to have call lights within reach and to use them to request assistance, yet staff allegedly removed or disabled this means of communication. One male resident with severe cognitive impairment, cervical spinal cord injury, Parkinson’s disease, dementia, neurogenic bowel, and bladder dysfunction was dependent on staff for most ADLs and incontinent of bowel and bladder. His care plan required that his call light be kept within reach and that he be encouraged to use it. A grievance reported that a CNA had been switching out this resident’s working call light with a dummy call light that did not function, particularly on evening and weekend shifts. The Administrator later found this resident’s call light tangled in his wheelchair and unplugged from the wall, and the HR Director and another CNA each separately reported previously finding two call lights on his side of the room, with one plugged in and the other coiled on the floor or in the resident’s hand but not plugged in. Two additional female residents with dementia, fall risk, incontinence, and varying levels of assistance needs were also implicated in the dummy call light allegations. One resident with intact cognition, diabetes, dysphagia, and a history of falls was care planned to have her call light within reach and to use it for assistance. A grievance stated that a night-shift CNA had placed this resident’s working call light out of reach and provided another call light that was not plugged in as a dummy. An LVN reported that a day-shift aide relayed this resident’s statement that the night aide had done this and that the aide had done the same to two other residents. Another resident with dementia, a displaced femur fracture, major depressive disorder, repeated falls, and total incontinence was care planned both for falls and for redirection to use the call light instead of calling out loudly. A grievance reported concern that a CNA had possibly been switching this resident’s call light with a dummy one that did not work, believed to occur on evening and weekend shifts. The Social Worker stated she was told that an aide was moving the good light out of reach and using an extra one for three residents. The facility also failed to protect a cognitively intact male resident from verbal abuse by staff. This resident, who shared a room with the dependent male resident described above, reported that when he instructed a CNA to get his roommate up immediately, the CNA delayed and he began using profanity toward her. He stated that the CNA responded by telling him to “shut the [F-word] up and mind your business,” and he reported feeling offended by her cursing. A nurse reported overhearing the resident yelling and using profanity but did not hear the CNA yell or curse. This same resident also reported that the CNA had been moving his roommate’s call light out of reach and plugging in a fake call light, and he stated that he had been returning the working call light to his roommate for at least a month. Facility leadership, including the DON and Administrator, acknowledged being informed of allegations that two CNAs were involved in using extra or dummy call lights and that such conduct could constitute neglect or seclusion, but the residents continued to experience delayed responses to call lights and ongoing concerns about call light access and staff behavior. Family and staff interviews further described the pattern of inaction and inconsistent response to the abuse and neglect allegations. The family member of the dependent male resident reported that she had been told by several people that two CNAs were taking residents’ call lights away and giving them non-functioning call lights, and she described finding her family member without water and with saturated sheets on multiple visits. She reported the call light issue to the DON, who later left a voicemail stating that both implicated CNAs were being taken off the schedule, but the family member subsequently observed one of the CNAs working on the unit and caring for the same resident. In recorded conversations, the DON admitted she “dropped the ball,” acknowledged that the family had reported specific rooms and staff names, and stated that she believed the situation could be neglect or seclusion because the dependent resident’s means of communication had been taken away. The Administrator acknowledged receiving grievances about fake call lights, being told the names of the two CNAs, and understanding that the allegations could constitute neglect or seclusion, yet also stated that the aides were not immediately suspended and that the issue was not reported to the state agency. These actions and inactions resulted in residents not being consistently provided with functioning, accessible call lights and one resident being subjected to alleged verbal abuse by a CNA. Additional staff accounts corroborated the presence of extra call lights and concerns about delayed responses. The HR Director described finding two call lights on the dependent male resident’s side of the room in late December, with one plugged in and draped between the bed and bedside table and another coiled on the floor and not plugged in, which she took to the ADON without notifying the Administrator. A CNA who routinely cared for this resident reported finding an extra, unplugged call light in his hand while the working call light was plugged in and draped over his bedside drawers; she believed the extra light had been given because the resident used his call light frequently and staff did not want him to call. Another resident reported that his roommate became upset and hollered when he did not have his call light and that he himself would return the call light to his roommate when it had been moved. The DON and Administrator each stated that the allegations of dummy call lights and the identified staff should have been treated as potential neglect or seclusion and reported, but acknowledged that this did not occur and that one of the implicated CNAs continued to work on the affected hall after the allegations were known.
Penalty
Resources
Below are regulatory guidelines relevant to this citation:
A CNA aggressively slapped and grabbed a resident’s wrist during lunch feeding assistance, then roughly pulled the resident’s hand off his shirt sleeve after she had grabbed it. The CNA had prior disciplinary actions, including a previous feeding incident in which a resident choked and required the Heimlich maneuver. A nurse later assessed the resident and found no bruises or cuts.
A facility failed to protect two residents from resident-to-resident physical abuse. In one incident, a resident with dementia and cognitive impairment was struck during a dispute over TV volume and responded by scratching the other resident. In another, a resident with dementia and physically aggressive behaviors scratched a roommate’s face, leaving superficial marks. Staff interviews and clinical records confirmed both altercations and the resulting injuries.
A resident with a left ankle fracture, muscle weakness, and total-assist transfer needs was supposed to receive 2-person assistance and remain NWB on the left leg. Instead, a nurse aide transferred the resident with only one staff member during a toilet-to-wheelchair transfer, and the resident heard a pop and developed increased pain. X-ray and hospital imaging confirmed fractures of the distal R tibia and fibula, and the facility substantiated neglect for not following the care plan.
Failure to Protect Resident from Repeated Room Intrusions: A cognitively intact resident with depression and hip OA was repeatedly frightened when another resident with dementia and wandering behaviors entered her room, took belongings, and could not be reliably redirected. Staff used a stop sign banner and other barriers, but the other resident continued to enter the room, and the resident became so fearful that she requested discharge before completing her therapy goals.
Failure to protect a resident from alleged physical abuse: A resident with COPD, speech disturbances, and dysphagia reported that an LPN pushed them in the chest during med pass after they refused meds, causing them to fall. The resident had no visible injuries, but the report was documented by nursing staff and the NP, and the resident later reiterated by writing/gestures that the LPN pushed them. The LPN denied pushing the resident and described the contact as accidental, while the facility concluded there was no evidence of abuse.
A resident-to-resident sexual abuse allegation was not thoroughly investigated, and the resident was not promptly protected or monitored after the allegation. In a separate issue, a handwritten sign with personal care instructions was posted above another resident's bed, and an RT, LPN, RN, and CNA all acknowledged it was a privacy and dignity concern and against facility policy.
Failure to Protect Resident from Abuse During Feeding Assistance
Penalty
Summary
The facility failed to ensure a resident’s right to be free from abuse during lunch assistive feeding. While standing about 3 feet from the lunch table, the surveyor heard a CNA aggressively slap Resident #56’s left wrist and observed the CNA grab the resident’s left wrist and roughly pull her hand off of his shirt sleeve after she had grabbed it. The surveyor then continued observing the meal and later reported the incident to the DON and Administrator. Resident #56 was assessed by a licensed nurse after the incident, and no bruises or cuts were found on her wrists. The CNA involved had been hired by the facility in 2024, had signed the facility’s Resident Abuse Procedural Summary, and had attended behavior training in 2026. The CNA also had three prior disciplinary actions, including a prior incident in which a resident choked after being given too large a bite during assistive feeding and required a Heimlich maneuver.
Failure to Protect Residents from Resident-to-Resident Physical Abuse
Penalty
Summary
The facility failed to ensure two sampled residents were free from physical abuse by other residents. One resident with dementia, anxiety, chronic pain, visual hallucinations, and moderate cognitive impairment was involved in an altercation with a roommate after a disagreement about TV volume. The incident escalated when the roommate attempted to take the TV remote and struck the resident with an open hand, and the resident responded by scratching the roommate. The record also documented a new scratch on the resident’s left hand and later noted that the resident no longer wanted to share a room with the other resident. The other incident involved a resident with dementia and significant cognitive impairment who had a behavior care plan for impaired safety awareness and physically aggressive behaviors. The record stated that the resident clawed a roommate in the face, leaving superficial scratches and red marks on the roommate’s chin and cheek. The roommate’s record reflected ongoing monitoring for scratches to the chin and neck, and the roommate stated that the other resident reached up and ran fingernails across her face while they were getting up for breakfast. Facility documentation and staff interviews confirmed both resident-to-resident incidents. Staff described the first event as a physical altercation triggered by conflict over TV volume, and the second as an incident in which one resident scratched another resident’s face. The DON stated the facility investigated and reported the incidents, and also acknowledged that the documentation surrounding the second event was inconsistent and did not meet expectations or policy. The cited deficiency was based on the facility’s failure to ensure the residents were protected from physical abuse by other residents.
Failure to Follow Two-Person Transfer Plan Resulted in Resident Fractures
Penalty
Summary
The facility failed to protect a resident from neglect when staff did not follow the resident’s individualized transfer plan requiring assistance from two staff members. The resident was admitted with a left lower leg trimalleolar fracture, polyosteoarthritis, and muscle weakness, and the MDS indicated the resident was cognitively intact but required total assistance for transfers and toileting. The comprehensive care plan and physician orders both directed staff to provide two-person assistance for transfers and to maintain non-weight-bearing status on the left lower extremity. During a transfer from the toilet to a wheelchair, one nurse aide assisted the resident without a second staff member. According to the documentation, the resident stood without difficulty, but during the pivot transfer the resident’s right foot turned inward and both the resident and the aide heard a loud pop. The resident immediately reported increased pain. Later that day, x-ray findings identified an acute fracture of the right tibia, and the resident was transferred to the hospital emergency department for further evaluation and treatment. Hospital imaging confirmed fractures of the distal right tibia and fibula, and the resident was scheduled for surgical repair. The facility’s investigation determined that the aide transferred the resident with only one staff member despite the care plan and physician order requiring two staff members, and that this failure directly resulted in the resident sustaining the fractures. The facility substantiated caregiver neglect and terminated the employee following the investigation.
Failure to Protect Resident from Repeated Room Intrusions
Penalty
Summary
The facility failed to protect a cognitively intact resident with osteoarthritis of the right hip and major depressive disorder from mental abuse by another resident. The resident was admitted as a vulnerable adult and her care plan identified a goal of being free from abuse, neglect, or financial exploitation, but it did not include interventions to protect her from abuse. The resident later reported that another resident repeatedly entered her room, scared her, and took belongings, and she asked staff to contact her lawyer. She also began using a stop sign banner across her door and later barricaded her room with a walker, closet door, and bedside table because she was afraid of the other resident. The other resident had moderate cognitive impairment, vascular dementia with agitation, and Alzheimer’s disease, and his care plan documented restlessness, agitation, sundowning, wandering into other residents’ rooms, and urinating in public. Progress notes showed repeated episodes of wandering into other residents’ rooms, difficulty with redirection, aggression toward staff, and disruptive behavior in resident rooms. Notes also documented that he entered the affected resident’s room on multiple occasions, and staff observed that he could move barriers out of the way and continue entering the room despite attempts to block access. Staff interviews confirmed that the resident was very scared of the other resident and that the repeated room intrusions continued over several days. Staff stated that stop sign banners did not stop him, closed doors did not stop him, and that it often took two or more staff to remove him from rooms. The resident requested discharge from the facility and left before reaching her maximal level with therapy services. Therapy documentation stated she was improving but still needed higher-level therapy before discharge, and the therapy director stated her early discharge was because she could not remain in the facility due to the other resident coming into her room. Facility records also showed staffing levels that were below the facility assessment on several shifts, and the assignment sheets did not identify a staff member assigned to 1:1 observation for the wandering resident.
Failure to Protect Resident from Alleged Physical Abuse
Penalty
Summary
The facility failed to ensure that a resident was free from physical abuse when a nurse allegedly made physical contact with the resident during medication administration. Resident #7, who had diagnoses including COPD, speech disturbances, and dysphagia, had intact cognition on the MDS dated 03/18/2026 and was care planned as at risk for misappropriation, neglect, abuse, and/or exploitation. On 04/08/2026, the resident reported to the RN supervisor that an LPN pushed them in the chest after they refused medications, causing them to fall to the floor. The resident was assessed and no visible injuries were noted. The resident’s report was documented in nursing and medical progress notes, and the facility’s investigation recorded that the resident was visibly upset while describing the incident. The LPN denied the allegation and stated that any contact was accidental, describing that the resident was close behind them as they left the room and that the resident’s chest contacted their back or shoulder. The RN supervisor, DON, and NP each documented interviews and assessments in which no bruising, swelling, or visible injury was found, and the resident later communicated by writing and gestures that they had told the LPN to leave the room and that the LPN pushed them in the chest and they fell. The facility concluded there was no evidence of abuse, neglect, exploitation, or mistreatment, despite the resident’s allegation and the conflicting accounts from the LPN and resident. The RN supervisor stated law enforcement was notified and police interviewed the resident and the LPN, but no report was filed. The DON later stated the contact was accidental and that the resident’s reporting was inconsistent regarding whether a fall occurred.
Failure to Protect Resident from Abuse and Maintain Privacy
Penalty
Summary
The facility failed to ensure a resident was free from abuse when a resident-to-resident sexual abuse allegation was not thoroughly investigated and the resident was not promptly protected or monitored after the allegation. The report states this involved 1 of 52 sampled residents, Resident 45, and that the deficient practice had the potential to place the resident at risk for continued abuse, emotional distress, fear, anxiety, a diminished sense of safety, and delayed implementation of interventions necessary to protect the resident from further abuse. The facility also failed to protect the privacy and confidentiality of Resident 58. Resident 58 was admitted with diagnoses including chronic obstructive pulmonary disease. During observation, a handwritten sign reading, "Attention please no briefs chucks only!!" was posted above the resident's bed and remained there on a later observation. Staff members including a Respiratory Therapist, LPN, RN, and CNA each acknowledged the sign was visible above the bed and stated it was a privacy, dignity, and policy issue. A facility Residents Rights policy stated residents have the right to privacy and confidentiality with personal care and medical records, and that resident medical and personal care information is private and staff are required to respect and uphold resident privacy at all times.
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