Complaint Investigation Report

According to the interviews conducted, S2 mentioned that he/she doesn’t know if there was previous issues. Before S2 came in, there were some issues with medications with signing off medications. S2 implemented it when he/she started. S2 told them they have to log it in especially Narcotic. PM shift always complained to her before that medications were not being ordered. Never experienced of medications being misplaced or lost. Residents take their medications. They always receive their medications and they get their meds every day. S4 mentioned that he/she has to talk to S5 about medications not being ordered on a timely basis. Their procedures are outside pharmacy contact them before 14 days. Contracted pharmacy should be contacted before 7 days. As far as what S4 knows, there’s no missed medications. S4 hasn’t heard of medications being lost or misplaced.

Based on records reviews, all medications are logged appropriately both in the Centrally Stored Medication and Destruction Records (CSMDR) and Medication Administration Records (MAR) for five randomly picked resident records.

Regarding the allegation of staff are not ensuring that residents have a reasonable ability to receive confidential calls, RP state that when family members have a scheduled time to call a resident in care and try to call, staff do not answer the phone because there are not enough staff at this facility, so residents are not able to speak to their loved ones.

During the interview, S1 mentioned that the residents are able to receive and make phone calls. They just ask the MedTech if they want to use the phone. MedTech’s only pick up the phone. The landline is in the office. With MedTech phone, they have cell phone, and they do video calls. No never had a moment a resident is not able to talk to loved one because they’re short of staffed. Some of the residents take a long time to talk on the phone. S2 stated that if residents don't have a phone, they have to get a phone for them. S2 gives the phone to their ears. They’ll just listen. Yes, it happens when they're not able to pick up the phone right away. S2 returns the call and mostly it’s the family. S2 calls them back right away as soon he/she receives the message. S3 shared that there are no issues with the telephone communications. Residents are able to use the telephone.