Failure to Provide Compassionate, Quality Care During Personal Care Interactions
Penalty
Summary
The deficiency involves the facility’s failure to ensure that a resident received care that met acceptable standards of quality, in accordance with orders, preferences, and goals. During review of a facility-reported incident involving allegations of abuse and neglect by a GNA toward one resident, multiple interviews documented concerns about the manner in which care was delivered. A Patient Decision Aide who worked with the resident on two consecutive days reported observing the GNA slamming cabinet doors in the resident’s room, moving quickly while opening and closing doors, and leaving a dirty blanket on the resident’s bed. These observations were recorded as part of the facility’s internal investigation. A family member of the same resident reported observing the GNA rapidly opening and closing cabinet doors in the resident’s room and stated that the GNA did not appear compassionate while providing care. In a separate interview, the resident reported that the GNA “moves too quickly” when providing care. Although the facility’s investigation did not substantiate abuse, the collected interviews consistently described rushed, abrupt care, environmental disruption (slamming and rapidly opening/closing cabinet doors), and failure to maintain a clean bed surface, which together demonstrated that the resident did not receive care that met acceptable standards of quality.
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