F0585

E

Failure to Process and Respond to Resident Council Grievances

Pasco, Washington Survey Completed on 03-19-2026

Penalty

No penalty information released

Summary

The deficiency involves the facility’s failure to follow its grievance policy and to honor residents’ rights to voice grievances and receive prompt responses, particularly regarding issues raised through the Resident Council. The facility’s policy dated 07/2018 stated that it would consider the views and act promptly upon grievances and recommendations brought forth by resident or family groups, and that it would demonstrate a response and rationale for the response. Despite this, concerns presented during a special Resident Council meeting with corporate staff were not processed through the facility’s grievance system, and residents did not receive feedback on the issues raised.

Resident 1, who was cognitively intact, independent with ADLs, and serving as Resident Council president, reported that during a mock survey visit by corporate staff, residents held a special Resident Council meeting and presented multiple grievances, including activities, dietary concerns, resident rights, staffing, showers, and call light response times. Resident 1 stated that neither the facility nor corporate staff provided any response to these grievances, and that even several days later there was still no feedback. Resident 2, who was cognitively intact and independent with ADLs, also attended the meeting and reported that there had been no improvement or action on the concerns raised and that there was still no response from corporate staff at the time of follow-up.

Resident 3, who was cognitively intact but dependent on one to two staff for ADLs, attended the same Resident Council meeting and reported concerns about the activities program and dietary issues, stating that no feedback had been received. Resident 4, cognitively intact and requiring moderate to dependent assistance for ADLs, also attended the meeting and stated that corporate staff had said they would get back to the residents, but no further communication had occurred. The Social Services Director acknowledged that some of the concerns voiced at the meeting should have been treated as grievances and processed with grievance forms, but did not complete them because corporate staff were running the meeting and taking notes. The Administrator described the facility’s grievance process, including logging grievances and following up within three to five days, but was unsure whether corporate staff had provided a list of grievances from the Resident Council meeting. Regional and corporate nursing leadership confirmed that the concerns raised at the meeting were grievances, that the facility had received a list of them, and that the facility should have followed the grievance process and provided feedback. This deficiency was cited under WAC 388-97-0460(2) and noted as a repeat deficiency from a prior survey.