Complaint Investigation Report

Allegation: Facility does not have adequate supervision. Complaint discusses three specific concerns as follows:

Due to insufficient staffing the staff do not turn in required paperwork for long-term care insurance and the insurance company has attempted to decline her claim.

Business Office Director confirmed she processes long-term care paperwork and each department submits specific paperwork to her which is forwarded to the respective insurance company before the end of each month. BOD stated it is "a very tedious" process as she has to fax paperwork and then email it to the insurance company and then send it by USPS also and has 5 days to do so. BOD stated that if the paperwork is late on her end, she will adjust the billing so resident only pays what they would have paid or will pay after the reimbursement. BOD stated she hired an assistant in February 2022 to help with the paperwork.

Many residents are not receiving their showers and not being provided with the care they are paying for.

Med-Techs (3) were interviewed on 2/24/2022. One Med-Tech stated sometimes there are 2-4 showers scheduled on a shift and we will try to accommodate them". A second Med-Tech stated "Sometimes it's a problem- we help as needed and work as caregivers if someone needs shower help. On Hall A, there is 1 male caregiver and sometimes there is a delay if a female resident needs a shower and prefers a female caregiver. On Hall B, 1 -2 caregivers is usually okay since the residents are more independent. "Hall B and C are the busiest and there are a lot of pendant pushes for escorts, toileting and showers". Residents are asking for more help on Hall B and C. Staff has communicated to management that from 6 am- 9 am and from 4 pm- 7 pm, 3 caregivers are needed. 1 Med-Tech is always sufficient at any time." A third Med-Tech stated the facility uses agencies, if needed, so there are 3 Med-Techs on each shift, one for each building, A, B and C, and the average wait time is 5-10 minutes, and the mornings are the busiest. This Med-Tech stated that sometimes staff doesn't clear the pendant button, and sometimes residents refuse their scheduled shower.