Complaint Investigation Report

Regarding the allegation: Facility staff yell at resident

It was alleged that staff yelled at residents. In particular, it was mentioned that staff yelled at Resident #1 (R1). Resident interviews revealed that residents feel comfortable residing in this facility and believe they are being treated well. Residents denied claims of verbal abuse from staff and stated that staff maintained appropriate relationships with the residents. Lastly residents had not observed or witnessed staff yelling at other residents. Staff denied claims that they observed their colleagues yelling or being verbally abusive towards residents. Staff believed that they were calm in their approach in working with all residents. Staff whom provided care to R1 claimed that at times, R1 would be combative and wanted staff to respond to their needs ‘right away’. However, staff claimed that all interactions with and observed with R1 were appropriate and respectful. Whereas R1 was unavailable for interview, information obtained from an interview conducted with a family member of R1 revealed insufficient evidence as to whether R1 was verbally abused. R1’s family member believed that R1 received adequate care and denied claims that R1 was yelled at. Based on the information obtained, there is insufficient evidence to support the claim that facility staff yell at residents. This allegation is deemed Unsubstantiated at this time.

Regarding the allegation: Facility staff do not ensure resident has water

It was alleged that staff failed to ensure residents had water. Resident interviews revealed that residents felt that staff were responsive if they called for assistance and mentioned that staff would check on them regularly. Residents communicated no concerns and claimed that staff checked to see if they needed water. The above-mentioned information was obtained for both independent residents and residents that required extensive assistance from staff. During the visit, the LPA observed that water was accessible to residents within arm’s reach. Staff claimed that they would conduct status checks on residents every 1-2 hours and although they could not force residents to consume liquid, they made sure that water and other liquids was within reach of residents whom required extensive assistance.

In particular, it was mentioned that staff failed to ensure that Resident #1 (R1) had water. Whereas R1 was unavailable for interview, information obtained from an interview conducted with a family member of R1 revealed that they believed that R1 received adequate care and denied hearing concerns regarding R1 not receiving water. Based on the information obtained, there is insufficient evidence to support the claim that staff failed to ensure that resident has water. This allegation is deemed Unsubstantiated at this time.

No deficiencies cited at this time. Exit interview conducted. A copy of the report was issued.