Complaint Investigation Report

Regarding: Resident was not accorded privacy while in care.

It is alleged that staff enter a resident’s room during the night without consent, making it difficult to sleep.

Interviews with (6) out of (6) staff deny the allegation. Interviews with staff indicated that staff have to enter rooms to conduct health checks on all residents, particularly those who need assistance with (ADLs) which include doing checks on residents during the night shift. Staff stated that before entering residents’ rooms, they must knock, announce themselves and wait for permission from residents to enter their rooms. Interviews with staff further indicated, staff are respectful of residents’ privacy and will only visit rooms if residents allow staff to enter or if there is a medical emergency and staff need to have access to residents in distress. Interviews with (9) out of (10) residents indicated they are accorded with privacy, and they do not have any concerns. Residents further indicated that staff are respectful when visiting their rooms and understand that staff have to enter their rooms to help meet their needs. Interview with R1 indicated that staff were entering their room during the night shift without R1 requesting staff to come to their side; however, staff are now visiting their room, once before bedtime to get help with personal hygiene and then in the morning to help R1 prepare for their day. Staff and resident interviews do not corroborate the allegation.

It is alleged that staff are verbally aggressive and that staff yell at a resident.

Interviews with (9) out of (9) deny the allegation. Staff interviews revealed that staff are not verbally aggressive toward residents nor yell at them. Staff also indicated that they have not heard other staff yell at residents. Staff stated they are respectful and use a soft tone of voice when speaking to residents. Interviews with (9) out of (10) residents indicated, staff do not use verbal aggression nor yell at them. Residents indicated, staff are friendly and respectful when talking to residents. Residents further stated staff interactions are appropriate, and they have no concerns. Interview with R1 indicated, staff sometimes do not talk to them calmly and use loud tones of voice when speaking to them; however, the situation has become better, and staff are using more appropriate tones to talk to R1. Staff and resident interviews do not corroborate the allegation.