Complaint Investigation Report

Staff not responding to resident’s call button – UNSUBSTANTIATED

LPA reviewed records of resident call buttons and response times for the date of 9/20/2022. On this date there were 12 call buttons that were pushed 4 to 9 times by the residents and the response time ranged from 17 to 45 minutes. There were an additional 16 call buttons pushed 9 times that received no response on this date. All other call buttons on this date were answered within a reasonable amount of time.

During resident interviews 7 of 9 residents stated when they pressed their call button staff response time was not long to very fast, 1 of 9 residents stated they had never pressed their call button, 1 of 9 residents did not respond to the question.

Administrator stated staff respond in 10 minutes or less, if there is an emergency or when there are a lot of people calling at one time it may take slightly longer for staff to respond. Administrator stated that on 9/20/2022 there were some call buttons that were brought to her attention to which residents had to wait a little while for an answer. When the administrator was notified of this, they worked a night shift on 9/22/2022 which allowed the administrator to observe the way the call system was functioning. Administrator did observe some instances in which residents were waiting too long. Once this was discovered the administrator called Phillips Lifeline and they came to the facility and re-set the call button system to a shorter span of recalls and the system is functioning properly now.

It was determined that the facility call button system was malfunctioning for an unknown period of time based on records review of response times for one date. When administrator discovered this, they immediately called Phillips Lifeline and they re-set the call button system to a shorter span of recalls and the system is functioning properly now and there have been no other issues with the system since. Staff response times are within an acceptable range and residents are not displeased with staff response times when they press their call button. This allegation is unsubstantiated.