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- Complaints Procedure — LicenseeReporting & complaintsOrder
Inspectors found that the home's written complaints procedure did not include all required elements under the law. Complaints alleging improper care, neglect, and verbal and emotional abuse were submitted to the home, but staff did not forward them to the Director as required and did not provide complainants with the required response information; the home's procedure also lacked requirements for response timeframes, what responses must contain, and how complaints must be tracked and analyzed.
- Complaints Procedure — LicenseeReporting & complaints
The home's written complaints procedure did not include information about how to submit a complaint to the patient ombudsman. When a resident or family member submitted a complaint to the home, staff did not provide this information.
- Reporting Certain Matters To DirectorReporting & complaints
Inspectors found that staff became aware of complaints alleging verbal, emotional, and physical abuse, neglect, and improper care of a resident on multiple occasions, but the home did not report any of these suspected incidents to the Director as required.
- Continence Care And Bowel ManagementPersonal care
Inspectors found that when a resident's continence status changed, the home did not conduct a clinically appropriate assessment designed specifically for assessing incontinence.