Complaint Investigation Report

Regarding allegation of “Staff do not speak appropriately to residents in care” the RP expressed concern that staff demonstrate poor communication practices, including making inappropriate remarks such as telling residents to leave the facility if they are dissatisfied. Interviews conducted with residents and family members revealed mixed responses. Some residents and family members reported that there is a language barrier between staff and residents and that on certain occasions, staff members have used an unfriendly or dismissive tone when interacting with residents. Other residents denied experiencing any inappropriate behavior or communication issues with the staff. Interviews with staff denied the allegation and expressed that, at times, some residents can be verbally abusive or rude toward staff, which may lead to challenging interactions. The administrator stated that staff are continuously reminded to maintain professionalism when interacting with residents. Based on the above information gathered although the allegations may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegations “Staff do not speak appropriately to residents in care” is deemed unsubstantiated at this time.

Exit interview conducted and a copy of this report was provided.