Complaint Investigation Report

On the allegation: Staff do not assist residents with showering. LPA conducted interviews with 15 random staff and 12 random residents. Resident interviews revealed 5 out of 12 residents has issues with showers being rescheduled due to a lack of staffing available on their scheduled shower date and time. Staff interviews revealed 8 out of 15 staff said when the facility works short staffed with 2 caregivers or less showers run late, get rescheduled or when staff is available residents no longer want to take the shower.

R1 has had 25 missed showers due to one of the shower days being Sunday on the PM shift and staff was not available to help assist R1 with showers. R1 pays for a care plan with two shower days per month with assistance. R1 had brought up the missed showers with the Nurse and the Administrator at that time and they had agreed to give coupons for guest dining to make up for the missed showers. R1 wanted dollar for dollar in coupons for the missed showers. R1 stated as of 08/24/2023 R1 had not been reimbursed for the missed showers as the facility had decided they were not going to give coupons for guest meals to reimburse R1 for the 25 missed showers on the dollar-for-dollar bases. R1 was still waiting for the facility to decide how to refund R1 for the missed showers.

Staff interviews revealed that when the facility has 3 caregivers on the floor all the showers can be completed but when it goes down to 2 caregivers on the floor it gets harder to complete all the daily tasks and when 1 caregiver is on the floor alone several daily tasks can not get completed.

Based on the evidence this allegation is Substantiated at this time.

On the allegation: Staff do not answer residents' pendants in a timely manner. LPA interviewed with 8 out of 15 staff which revealed that if the facility is fully staffed, they can answer the residents’ pendants in 10 minutes or less. Staff had recently reported staff meetings where the pendants calls were reviewed with expectation on staff answering calls in 5-10 minutes. Staff stated if they have 3 caregivers on the floor they are able to meet all residents needs timely but when the facility has call offs and they become short staffed with 2 caregivers, they can work extra hard and still able to get most of the assigned duties completed, it is when the facility is short staffed with 1 care giver on the floor staff stated it is impossible to get all assigned tasks completed in a timely manner.

LPA conducted interviews with 5 out of 12 residents which revealed when pushing the pendant, it took longer than 10 plus minutes to get staff assistance, at times staff took 30 plus minutes to assist, or staff did not come at all. Continued 9099-C