Failure to Track, Resolve, and Communicate Resident Council Grievances
Summary
The deficiency involves the facility’s failure to resolve and communicate outcomes of concerns raised through Resident Council meetings over an extended period. Review of the grievance logs from April 2025 through March 2026 showed that no grievances were filed on behalf of the Resident Council from April 2025 through December 2025, despite multiple documented concerns in the Resident Council minutes. When grievances began to be logged in January, February, and March 2026, there was no documentation of the specific complaints, plans to resolve them, or actions taken. Resident Council minutes across multiple months documented repeated grievances related to housekeeping, dietary, and nursing services, but the minutes generally did not show the facility’s responses to concerns voiced at prior meetings. Resident Council minutes from April 2025 through November 2025 showed recurring issues. In April 2025, residents reported housekeeping problems such as bathrooms not consistently cleaned, delayed trash removal, and slow laundry services; dietary issues including missing tray items, incorrect or incomplete meals, and unavailable alternatives; and nursing concerns such as delayed response to emergency call lights and nursing assistants’ reluctance to assist across halls. In May and June 2025, residents continued to report inconsistent room cleaning, delays in receiving basic supplies, cold and bland meals, missing tray items, and incomplete room cleaning and laundry delays, with no documented facility response to the previous month’s grievances. In July and August 2025, residents again raised unresolved dietary complaints, poor food quality, nurse aides’ reluctance to assist, unprofessional or negative staff attitudes, improper disposal of soiled briefs, and bathrooms not consistently stocked with toilet paper, with minutes still lacking documentation of how prior concerns were addressed. In subsequent months, similar patterns persisted. September and October 2025 minutes documented ongoing concerns about staff disposing of used briefs in resident trash cans, medication accuracy, poor staff attitudes, and shower schedules not being followed, with either no documented response or only general references to “updates” without details. November 2025 minutes noted that nursing had addressed issues such as briefs thrown on the floor, medication accuracy, negative staff attitudes, and medication timeliness, but there was no documentation of the facility’s specific responses. In January 2026, residents reported ongoing issues with staff attitudes, soiled briefs left in trash cans, medication accuracy, missing personal belongings, inconsistent showers, and delayed call light response, with no documented follow-up from November’s grievances. February 2026 minutes stated that all concerns had been documented and forwarded to departments, including missing belongings, inconsistent showers, staff attitudes, medication accuracy, dirty briefs in trash cans, delayed call light response, and staff using phones during work, but again lacked documentation of the facility’s responses. In March 2026, dietary concerns about inconsistent portion sizes and nursing concerns about excessive night-shift noise were recorded, with the Old Business section marked “Resolved” without further explanation. Resident interviews during the April 1, 2026 Resident Council meeting revealed that multiple residents, including the Resident Council President, agreed they were never provided information about what was being done to address their concerns and did not receive written communication regarding outcomes. Several residents reported feeling ignored, that their voices did not matter, and that they were frustrated by raising the same concerns repeatedly without follow-up or resolution. The Activity Director stated she organized the meetings, took minutes, and verbally communicated concerns to department heads and the Social Service Manager, but acknowledged she never received written documentation of investigations or outcomes and that, after a change in the grievance process in December 2025, she no longer received updates regarding grievance outcomes. The Social Services Manager, who served as the Grievance Official, acknowledged he had not been recording Resident Council grievances on the grievance logs until January 2026, tracked resolution by reviewing subsequent Resident Council minutes, and did not receive written notification of resolutions, instead assigning a standard 14-day resolution date. These actions and omissions resulted in a lack of documented investigation, tracking, and communication back to the Resident Council regarding the concerns raised over the 11 of 12 months reviewed. When asked, the Activity Director indicated that she stopped getting updates regarding the outcomes of grievances after the grievance process changed in December 2025.
Penalty
Resources
Below are regulatory guidelines relevant to this citation:
A facility failed to initiate a grievance for concerns raised during a resident council meeting. Residents reported that concerns were not consistently resolved, including getting residents out of bed for meals and activities and shortages of washcloths and towels. Review of grievance logs showed no matching grievances, and the Activities Director stated a grievance should have been initiated.
Resident council meetings were not held regularly, and no minutes or meetings were found for an extended period. A resident said the council had not met consistently since new ownership, and an admin staff member said she had only arranged one meeting in the past three months and did not know where the minutes were. An admin nurse was unsure whether meetings were occurring, while the facility policy stated it supports residents' rights to participate in a Resident Council.
Resident Council Meetings Held Without Privacy: A confidential resident group meeting was normally held in an upstairs dining room that had no doors or solid walls separating it from the open nurses' station or nearby hallways. Residents said they did not feel able to speak freely because staff could hear them and people could walk in and out. The Activity Director said she continued using that space because it had always been held there, and the Administrator stated the meeting should have been held in a private area. The facility had no specific policy on Resident Council meeting privacy.
Resident council concerns were not thoroughly documented, effectively addressed, or resolved. Repeated complaints involved dietary issues, housekeeping, laundry, CNA cell phone use, poor room cleaning, wrong or wrinkled clothing, lack of notification about a spouse’s ambulance transfer, and frequent dining room closures. Residents and an LPN reported that the same problems kept recurring, the kitchen often ran out of items, menus were wrong, and food quality remained poor, while the DON and Administrator said the issues were addressed to the best of their ability.
A resident with dementia and other psychiatric and neurologic diagnoses developed bruising and swelling on the face after reportedly being hit by a hairbrush. CNA and LPN assessed the resident, and the physician and DON were notified. The resident’s family later raised concerns about the bruising, but the DON had no documented follow-up or resolution, and the family reported they never heard back about the concern.
Resident Council concerns were not properly acted on, documented, or resolved. Meeting minutes showed repeated complaints about late meal trays, shower frequency, tough meats, missing condiments, and food requests not being followed, but the grievance log had no entries for these issues and no grievance forms were completed. The Activity Director stated grievances were not done for Resident Council as a whole, and residents reported the concerns had not improved.
Failure to Initiate Grievance for Resident Council Concerns
Penalty
Summary
The facility failed to initiate a grievance for resident care concerns voiced during a resident council meeting. During an interview on 06/08/2026, resident council members stated the facility did not consistently provide resolutions to concerns discussed at council meetings. Review of the May 2026 resident council minutes showed concerns about getting residents out of bed for meals and activities and a shortage of washcloths and towels. Review of grievance logs from 02/2026 through 06/2026 showed no grievances corresponding to the concerns raised at the resident council meeting. Staff R, Activities Director, stated they did not initiate a grievance related to the residents' concerns but should have, and Staff A, Administrator, stated it did not meet expectations that specific concerns brought up in resident council had not been addressed and followed up on.
Resident Council Meetings Not Held Regularly
Penalty
Summary
The facility failed to facilitate and ensure the resident council was able to meet regularly. Record review of the Resident Council Meeting showed no minutes or meetings for the months of May 2025 through May 2026. A resident stated the Resident Council had not met on a regular basis since the new owners acquired the facility and reported that Administrative Staff A conducted a meeting in 02/26, though the resident could not remember the exact day. The resident also stated the activities directors previously facilitated the Resident Council meeting, but there had been several turnovers in the activity department and a Resident Council meeting had not occurred. An administrative nurse stated Administrative Staff A had held a meeting with residents and that the facility had turnover in the activity department, but she was unsure whether meetings were happening. Administrative Staff A stated she had arranged and assisted residents with one resident council meeting in the past three months and did not know where the minutes for that meeting could be found. The facility's Resident Council Meeting policy dated 02/01/26 stated the facility supports residents' rights to organize and participate in resident groups, including a Resident Council.
Resident Council Meetings Held Without Privacy
Penalty
Summary
The facility failed to provide a private meeting space for the residents' monthly council meetings for 11 of 11 confidential residents reviewed for resident council. During observation and interview on 05/20/2026 at 11:30 a.m., a confidential resident group meeting was held in a private therapy gym, and it was reported that the meeting was normally held in the upstairs dining room. The dining room had no doors or solid walls separating it from the open nurses' station or the two hallways leading into the area. Residents stated they did not feel they could express their opinions because staff could hear them and anyone could walk in and out of the dining room area. The Activity Director stated she had been hired in September 2025, knew the meeting should be held in a private area, but continued using the upstairs dining room because staff told her it had always been held there. The Administrator stated he expected the meeting to be held in a private area so residents could voice concerns and acknowledged the risk that the wrong person could hear something. The facility did not have a specific policy regarding privacy of Resident Council meetings.
Resident Council Concerns Were Not Consistently Documented or Resolved
Penalty
Summary
The facility failed to honor residents’ right to organize and participate in resident/family groups by not thoroughly documenting, effectively addressing, and resolving concerns raised in resident council meetings. Review of resident council minutes from 05/02/25 through 04/03/26 showed repeated complaints about dietary services, housekeeping, laundry, nursing communication, CNA cell phone use, room cleanliness, clothing being returned wrinkled or delivered to the wrong room, and residents not being notified about a spouse’s ambulance transfer. Several meetings also documented ongoing concerns that the dining room was closed, the kitchen ran out of items, menus were wrong, and food quality was poor. The facility’s Resident Council Follow-Up Summary showed multiple concerns marked closed or satisfied even though similar complaints continued in later council meetings. Some follow-up entries documented staff re-education, monitoring, or review of processes, but the same issues persisted across multiple months. There was no follow-up documentation provided for July 2025, August 2025, or January 2026, and the Administrator verified this on 05/07/26. At that time, education and monitoring that were stated to have been completed or started were requested but not provided to the survey team. During the resident council meeting on 05/06/26, multiple residents stated that the dining room was closed, the kitchen frequently ran out of items, menus were always wrong, medications were not available, and food quality remained poor. Residents stated they continued to report the same problems and that they were never fixed. The Administrator and DON stated they felt the issues were addressed to the best of their ability. Additional interviews on 05/07/26 confirmed ongoing unresolved concerns, including repeated dining room closures due to staffing, residents not being informed until mealtime, and dietary staff reporting frequent shortages of food items and unavailable menu items.
Family Concern About Resident Face Bruising Was Not Timely Addressed
Penalty
Summary
The facility failed to ensure that Resident #90’s family concerns about bruising and swelling on the resident’s face were addressed in a timely manner with resolution. Resident #90 was admitted on 09/22/25 and discharged on 04/07/26. Diagnoses included demyelinating disease of the central nervous system, cognitive communication deficit, unspecified dementia, alcohol abuse, unspecified psychosis, visual hallucinations, mood affective disorder, and need for help with personal care. The quarterly MDS assessment indicated intact cognition. After CNA #225 reported discoloration under the resident’s right eye and swelling on the right side of the face, LPN #261 assessed the resident, who denied pain and had vital signs within normal limits. The resident stated the hairbrush in her bag had hit her in the face while she was trying to retrieve it, and the physician and DON were notified. The resident’s family later expressed concerns to the DON about the bruising on Resident #90’s face, but the family reported there was no follow-up and they never heard back regarding the concern. The DON confirmed receiving a call from the family about the incident and stated she told them the resident had hit herself with her hairbrush, but she could not recall details of the call, the family’s response, or any documented follow-up or resolution. The RDCS confirmed that resident or family concerns should be investigated immediately and followed up with a call regarding the outcome, and confirmed this family concern was not addressed timely. Facility grievance policies stated grievances and complaints would be investigated, resolved, and the resident or representative informed of findings and corrective actions within 5 working days.
Resident Council Grievances Not Acted On or Logged
Penalty
Summary
The facility failed to act, respond, and resolve concerns raised by the organized Resident Council group for 1 of 1 resident council groups. Review of the facility’s grievance policy showed the facility was responsible for ensuring grievances were reviewed and addressed in a timely and appropriate manner, with resolution communicated and maintained, and for keeping records of complaints. However, review of Resident Council meeting minutes from January 2026 through April 2026 documented repeated concerns about meal trays arriving late, shower frequency, meat being hard to cut, not receiving condiments with meals, food requests not being followed, and wanting more fresh fruit options. The minutes also documented that residents were reminded to complete blue card grievance forms when experiencing issues. Review of the grievance log from January 2026 through April 2026 showed no entries for the Resident Council concerns, and no grievance forms were completed for those issues as required by the facility’s grievance policy. In interview, the Resident Council group stated the shower concerns had not improved and the food concerns with late meal trays, tough meats, and missing condiments had also not improved. Staff W, Activity Director, stated they did not do grievances for Resident Council as a whole, sometimes completed grievance cards for individuals, and sometimes residents said they would do it themselves; Staff W also stated the concerns were brought to the following month’s QAPI meeting. The Administrator stated the Activity Director had been educated on the grievance process for Resident Council, and later stated resident council grievances had been started with the most recent month and would go back as needed, but an updated grievance log was not provided.
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