Complaint Investigation Report

Staff do not timely respond to a residents alerts

Interviews conducted with Executive Director and Staff members S1 and S2 indicated that staff are responding to call button pushes in a timely manner. LPA reviewed call button time logs which indicated that Resident R1 would frequently push their call button and staff responded timely. Interview with R1 indicated that when R1 pushes their call button, the staff respond within reasonable time frames. In review of five (5) resident call button logs, the average response time after a resident pushes their call button was five (5) to ten (10) minutes.

Staff do not meet a resident’s incontinence needs

Interviews with Executive Director and Staff Members S1 and S2 indicated that Resident R1 has incontinence. Staff follow incontinence care plan and assist R1 with toileting at least every two (2) hours or as requested. Interview with R1 indicated that they need assistance to the toilet and can use their call button to request assistance. During multiple visits with R1, there was no incontinence odor from R1 or R1’s room.

Staff do not properly maintain a residents room

Interviews with Executive Director and Staff members S1 and S2 indicated that housekeeping and laundry services are provided to Resident R1 weekly as indicated in their admission agreement. LPA observed R1’s room during multiple visits, which was tidy and clean, free of any odor or clutter. Interview with R1 indicated that R1 receives help with housekeeping and laundry services and does not have any complaints. In review with R1’s individualized service plan, R1 is able to maintain independence with housekeeping and laundry other than weekly services. Observation of five (5) resident rooms indicated that staff were properly maintaining resident rooms and assisting with cleaning as needed.