Complaint Investigation Report

After they provided a shower chair, the facility said that they had an extra one that was already provided. LPA Olson reviewed R1’s Resident Appraisal and Needs and Services Plan which state that R1 would receive showers twice a week. LPA reviewed July 2021 shower schedule which indicated that R1 refused a shower 7/6/21 and 7/22/21 and was only showered once on 7/27/21 since moving in on 7/5/21. LPA interviewed the Wellness Director at the time who stated they showered Resident 1 at least once in July but didn’t track it. Per the needs and services plan, the resident was not showered twice a week to meet their needs. Based on LPA interviews and record review the allegation is deemed Substantiated at this time.

On the allegation: Staff not providing assistance to residents. Reporting Party (RP) stated that R1 would use the provided pendant to call for assistance. RP provided an example that R1 would use their pennant to call staff while on the toilet, yet staff wouldn’t respond. RP stated that family would have to call the facility directly, and receptionists would page care staff to go and assist R1. LPA interviewed 2 Facility Receptionists who confirmed that family’s and residents call the front desk often to ask for care staff to be paged for assistance due to staff not responding to their pennant timely. Staff interviews confirmed they are paged multiple times per shift by the receptionist to assist residents. LPA reviewed call logs from 7/13/21-7/16/21 and 8/3/21-8/6/21 which revealed R1 pressed their pendant a total of 60 times. 24/60 (40%) of R1’s calls were answered in 15 minutes or less, which all staff confirmed is the facility’s goal response time. 12/60 (20%) of R1’s calls were answered within 16-29 minutes, 4/60 (6.6%) of calls were answered within 30-45 minutes, and 20/60 (33.3%) of R1’s calls were not answered at all (remained unanswered). Based on staff and resident interviews, most felt there was not enough staff to meet the resident’s needs and respond timely to the call buttons. Based on LPA interviews and record review the allegation is deemed Substantiated at this time.

Exit interview, report given, deficiencies cited on 9099-D, Civil Penalty of $250 is assessed for repeating the same violation within 12 months, appeal rights given.