Failure to Ensure Reasonable Access to and Privacy in Telephone Communication
Penalty
Summary
The facility failed to ensure residents had reasonable access to and privacy in their use of communication methods when it eliminated landlines and relied on shared cell phones that were often unanswered or inaccessible. A paramedic reported that dispatch could not reach anyone at the facility’s cell phone after landlines were removed. On one survey day, there was no receptionist at the front desk for over 20 minutes while the phone rang unanswered, and a housekeeper confirmed there was no receptionist that day and that the previous day’s receptionist did not arrive until midday. On the second floor, the landline was nonfunctional and the unit cell phone was left inside the nurse’s station while a CNA sat outside in the hallway area. The ADON stated each floor had one cell phone for staff and resident use, that nurses were supposed to carry the phones, and that a receptionist should be present from 8:00 AM to 8:00 PM to transfer calls, but could not explain the absence of a receptionist that morning. The Administrator stated that there was always supposed to be someone at the reception desk during daytime hours to answer calls and transfer them to the unit cell phones, and confirmed that after 8:00 PM there was no one to answer the phone and callers only reached a recording with options to leave messages for various departments. He also confirmed that police, paramedics, and fire stations did not have the unit cell phone numbers and could not call them directly after hours. Family members of two residents reported repeated problems reaching staff by phone, including calls that went unanswered at night and during the day, and stated that staff did not answer the unit cell phones. An RN reported that the phone system was a problem, that families complained about calls not being answered, and that the single shared cell phone on each floor was used for staff texting with physicians and other communications that residents could see when they used the phone, exposing information about other residents. The facility’s Resident Rights policy stated that residents were to be treated with dignity, respect, and fairness while safeguarding their rights, safety, and access to services.
We Help Long-Term Care Teams Stay Survey-Ready
We process and analyze inspection reports and plan of correction using AI to extract insights and trends so providers can improve care quality and stay ahead of compliance risks.