Failure to Document and Investigate Family Grievance per Facility Policy
Penalty
Summary
The facility failed to follow its grievance policy and procedure by not documenting and investigating a grievance submitted on behalf of a resident’s family member. The resident was admitted with diagnoses including cerebral infarction, diabetes mellitus, and hypertension, and had intact cognition per the MDS, requiring varying levels of assistance with activities of daily living. Review of the grievance binder for the relevant period showed no grievance filed for this resident. The Social Services Director stated that any concerns or complaints received from staff or residents should result in completion of a grievance form, communication with social services for follow-up and documentation, and logging into the grievance binder. The DON similarly stated that all complaints should be documented in the grievance binder and that the Administrator, DON, and Social Services Director were designated grievance coordinators who should be informed so an investigation could be started right away. The family member reported sending an email to the facility outlining concerns about the resident’s care and receiving an email response from the Administrator acknowledging receipt the same day. The family member stated that no one from the facility informed the family about what had been done to address their concerns. The Administrator later confirmed receiving the email regarding the family’s concerns but acknowledged that the concerns were not placed on a grievance form and that no investigation was initiated at that time. Review of the facility’s grievance/concern policy indicated that upon receipt of a grievance or concern, a grievance/concern form must be initiated by the staff member receiving the concern and documented on the grievance/concern log. The resident rights policy stated that residents have the right to voice grievances without discrimination or reprisal and to have the facility respond to their grievances. These required steps were not followed for the grievance submitted on behalf of this resident’s family member.
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