Failure to Address Resident Council Grievances on Visitor Seating and Laundry
Penalty
Summary
Surveyors determined that the facility failed to address grievances raised by the resident group regarding visitor seating and missing laundry. The facility’s Grievance Policy, dated November 2025, stated that grievances could be either formal written complaints or verbal complaints to staff, and that the facility was to acknowledge and actively work toward resolution of such complaints. During a confidential resident group interview on March 4, 2026, all four participating residents reported there were not enough chairs available in the facility for visitors, and two of the four residents reported missing laundry. Review of resident council meeting minutes from February 17, 2026, showed that residents had previously reported not enough chairs around the building for loved ones to sit during visits and that two residents had reported missing laundry. There was no evidence that the facility had addressed these ongoing concerns about inadequate visitor seating and missing laundry, resulting in a deficiency under 42 CFR 483.10(f)(5)(i)-(iv)(A)(B) related to resident/family group and response, previously cited on July 3, 2025. The deficiency was further supported by the lack of documentation or other proof that the facility had acknowledged, investigated, or resolved the grievances identified in the resident council minutes and reiterated during the group interview. The cited regulation and state code (28 Pa. Code 201.14(a)) were referenced as the standards against which the facility’s inaction was measured, emphasizing that the residents’ expressed concerns about chairs for visitors and missing laundry remained unaddressed over time.
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