Complaint Investigation Report

Staff unable to communicate residents needs due to language barrier.

It is alleged that there is a language barrier between facility staff, and residents, and that residents have a hard time asking for assistance. To investigate this allegation, the LPA interviewed residents, staff, and the Administrator. The interviews were conducted on 10/18/2021 between 2:45 p.m. and 3:30 p.m. The LPA interviewed the Reporting Party (RP) on 10/18/2021 at approximately 11:32 a.m. The interviews revealed that five out of five residents can communicate their needs to staff, and that staff understands the residents’ requests. The residents stated that the basic daily needs of the residents are understood by staff. The LPA interviewed the RP, and the RP stated that they were able to understand staff when they communicated at the facility, and added that R1 is hard of hearing which may contribute to the communication concern. The LPA attempted to interview R1, but R1 was unable to respond to the questions. The LPA interviewed staff at 3:05 p.m., and staff was able to comprehend, and answer the questions asked throughout the interview. The administrator stated that they are present during the day, and night at the facility to provide assistance with care.

Based on the observations, and the information gathered through the interviews for the above allegation, there is insufficient evidence to support the claim that there is a language barrier, which causes staff to be unable to communicate residents' needs. Therefore, although the allegation may have happened, or may be valid, this allegation is deemed Unsubstantiated at this time.

It is alleged that there is no call button accessible to call for assistance, and residents must yell out for assistance. To investigate this allegation, the LPA conducted residents’ and staff interviews on 10/18/2021, from 2:45 P.M. to 3:30 p.m. On 10/18/202, at 2:35 p.m., the LPA and the administrator conducted a tour of the facility’s bedrooms and observed that there was no signal system/device present in the bedrooms for residents to call for assistance. The residents' interviews revealed that residents call out to staff if in need of help, by calling out the name of the staff, and that the staff check on them throughout the day, when residents are in their room. Bedrooms doors are kept open throughout the day. Staff interviews revealed that staff check on residents every 10 to 15 minutes, when the residents are in their bedrooms. The LPA attempted to interview R1, however R1 was not responding to the questions.