Complaint Investigation Report

Staff interviewed revealed that they used to required appointments to visit to limit the amount of visitors at the facility and to know when to expect the visitors so that they can Covid-19 screen them. They recommended a 30 minute limit to be able to allow more visitors to come and also to limit the amount of people at the facility, but this limit was never enforced. Most of the visits occurred in the residents' rooms. Staff denied not giving privacy to visitors and residents. The required appointment and 30 minute limit recommendation was done for the health and safety of the residents and to prevent a possible spread of Covid-19. Residents interviewed could not corroborate with the allegation. At the time that this complaint was filed the Provider Information Notice (PIN) that was in effect regarding visitation was PIN 22-07-ASC and two of the best practices listed on this PIN is the following: Limit the number of visitors on the facility premises at any one time to avoid having large groups to congregate and encourage shorter indoor visits and longer outdoor visits.

Regarding the allegation " staff do not distribute a resident's medication as prescribed ", it is alleged that staff do not distribute medication in a timely manner. Staff interviewed revealed that they do distribute medication on a scheduled time and the times are 8am, 12pm and 5pm. Some residents have special medications that need to be given as early as 6:30am or as late as 9pm. Residents interviewed could not corroborate with the allegation.

Regarding the allegation " staff do not answer resident's call button in a timely manner ", it is alleged that staff do not answer residents' call button in a timely manner. Staff interviewed revealed that they do respond to the call system within 2-3 minutes and if they are requested to go to the resident's room then it takes them no longer than 10 minutes. Residents interviewed could not corroborate the allegation.

Regarding the allegation " staff speak to resident in an inappropriate manner ", it is alleged that a staff pointed a finger at a resident's face and stated, "you're not going to eat breakfast." Staff interviewed denied the allegation. Residents interviewed could not corroborate with the allegation.

Regarding the allegation " staff do not meet resident's dietary needs ", it is alleged that the facility does not have scheduled meal times and that residents are served meals at various times. Staff interviewed revealed that they do have scheduled meal times and are as follow: breakfast 8:00am, lunch 12:00pm, and dinner 5:00pm. Residents interviewed could not corroborate the allegation and confirmed the meal times shown above. (CONTINUED TO LIC 9099C)