Complaint Investigation Report

Interview with R1 stated that they pressed the call button sometime at night to request assistance with changing clothes before bed but no one arrived. R1 stated to have gone to sleep and woke up in their bed at 2am in soiled clothing. They had to press the button to request help again until S7 arrived at 3am. R1 was not sure how long they were in soiled clothing prior but stated that staff assisted in changing once they arrived. Most staff interviewed denied that any call buttons are ignored or that it takes a long time to respond to call buttons. (1) Staff stated it is possible for calls to be ignored but no specifics were provided. S7 worked the night shift of the incident and denied that they ever took long to respond to R1s call button. S7 stated they arrived to assist R1 within minutes. Before the call button was pressed S7 was not aware of R1 being in soiled clothing as S1 is capable of doing their own toileting needs and is not someone who needs assistance with that. This was the only incident where R1 had soiled themselves. File review shows that R1 does not have a care plan requiring staff to perform grooming or toileting assistance from staff overnight but staff interviewed stated they will perform checks every 2 hours as facility protocol. R1 confirmed that they are independent when it comes to toileting and showering needs. Based on interviews, observations, and file review, there was not enough supportive evidence to concur with the reported allegations. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED.

In regards to the allegation "Staff did not answer resident's call button in a timely manner." it was alleged that on 9/16/24 R1 pressed their call button and some point during the night, then again at 2am but no one arrived until 3am. (8) of (8) Staff interviewed denied the allegation. (6) of (7) Residents interviewed could not corroborate the allegation. Staff interviews did not show that it takes anywhere up to an hour or more to respond to a residents call button. Average response times are between 5-10 minutes. They can sometimes be a lot quicker or just a bit longer. LPA was informed that the call button system also logs calls for management to review. Residents interviews does not show that there is a long response time from the staff. LPA reviewed the call button log specific to R1 and observed the average wait time to be 7 minutes. LPA randomly tested the response time in several rooms during the visits and observed staff to arrive and answer within 3 minutes each time. Based on interviews, observations, and file review, there was not enough supportive evidence to concur with the reported allegations. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED.