complaint·June 6, 2022

32/96 (33%) resident calls were answered in less than 10 minutes, 28/96 (29%) resident calls were answered in 10-20 minutes, 11/96 (11%) resident calls were answered in 21-45 minutes, 25/96 (26%) residents button rang over 9 times and was never responded to. On 5/20/22, the administrator and staff interviewed stated the staff strive to respond to the call within 15 minutes or less. Based on the information obtained, the allegation is deemed Substantiated at this time. Exit interview, deficiency cited on 9099-D, report emailed, appeal rights emailed. R1’s physician’s report dated 3/21/2019 indicates R1 can self bathe when R1’s pain is controlled, R1’s pre-admission appraisal indicates standby assistance for showers and R1’s assessment indicates stand by assistance with bathing every other day and was signed by R1 on 4/16/2019. R1’s care plan indicates R1 needed physical assistance with bathing twice weekly the Administrator stated R1 typically would not shower unless staff assisted R1 with it, despite claims R1 had already showered. R1 refused bathing assistance in July and August 2019. Based on the information obtained, the allegations are deemed unsubstantiated at this time. On the allegation: Staff mismanaged residents medications. It was alleged that Resident 1 (R1) complained on numerous occasions of the inconsistency in receiving medications. LPA Olson reviewed R1’s Medication Administration Record (MAR) from January 2020 through September 2020. July 2020 MAR records indicate on 7/1/20, a 6AM dosage of tramadol-Acetaminophen Tablet 37.5-325 MG was left blank, staff interviewed stated the resident received that medication at 12:10 AM as a PRN, therefore the AM dose was not given, although a code/note should have been attached. The MARs indicated other reasons why medications were not given between January and September 2020, including refusals, orders to hold, medication awaiting delivery, and away from facility. Although one entry on the MAR is missing, there is insufficient evidence to prove that R1’s medication was mismanaged. Due to a lack of evidence, the allegation is unsubstantiated at this time. On the allegation: Facility overcharged resident for services. It was alleged that Resident 1 (R1) was overcharged for bathing and medication assistance, and was overcharged for a month of care before moving out. 7 out of 7 residents interviewed in 2021 stated that they have no issues receiving services at the facility or and have no problems with refunds. 2 residents stated that they requested the facility to remove specific services that they no longer need, and the facility complied with their requests. R1 was charged for medication assistance in November and December 2019. The Administrator stated when a resident is in the hospital, they stop charges for care but they still charge for medication management because the resident still has medications at the facility even if they are PRN medications. The Administrator stated the staff still count the medications including PRNs everyday, and so therefore still charge for medication assistance unless the resident does not have any medications present in the facility. This is also stated in the admission agreement on page 8 under “Absence from the Community.” Continued on 9099-C This is an amended report R1 and their responsible party both signed the admission agreement on 4/19/2019. R1 was moved from the facility in September 2020 and provided a written 30-day notice on 9/25/2020. R1’s belongings were removed by 9/28/2020. The September 2020 fees were already paid on 9/10/2020, before R1 moved out. The October 2020 fee consisted of a pro-rated room rate only since no care was provided in October. LPA Olson reviewed the records and determined the facility did not charge for anything after the 30-day notice was up. Based on the information obtained, the allegation is deemed unsubstantiated at this time. On the allegation: Resident is not treated with dignity by staff. It was alleged that Resident 1 (R1) experienced rude behaviors from caregivers like leaving food trays by the door and not placing it by their bedside table, and caregivers would not open the window blinds without being asked. LPA interviewed 12 residents who lived in the facility in 2020. 10/12 residents stated they were treated well and with dignity by staff. Resident 2 (R2) stated staff answered their call buttons eventually but do not assist with the tasks R2 called for, including losing remotes, changing the room temperature, help getting to the bathroom and showers. Staff confirmed they respond to R2’s calls but prioritize other tasks over non-essential tasks R2 asks for. Based on the information obtained, the allegations are deemed unsubstantiated at this time. An advisory note for Technical Assistance is issued to ensure all staff respond appropriately and with dignity to resident’s and their calls. Exit interview, Technical Assistance issued, report emailed.