Health inspection·May 16, 2023

F 0550 Level of Harm - Minimal harm or potential for actual harm Residents Affected - Few Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights. Based on interview and record review, the facility failed to treat one of two sampled residents (Resident 1) in a dignified manner when a Certified Nurse Assistant (CNA 1) responded to Resident 1's request for care with a statement that was rude, inconsiderate and disrespectful. This facility failure resulted in emotional distress for Resident 1 when Resident 1 reported she experienced feeling sad and had the potential to result in other residents not being treated with dignity and respect. Findings: During a review of facility policy and procedure (P&P) titled Residents Rights dated 11/2020, the P&P indicated, The resident has the right to be treated with consideration, respect, and full recognition of his or her dignity and individuality. During an interview on 4/20/2023, at 12:30 p.m., with Resident 1's daughter, daughter stated, When I arrived at the facility on April, 19 (4/19/23), my mom's roommate (Resident 2) told me that the nurse was rude the previous night (4/19/23). She (Resident 2) explained to me that my mom was screaming for help and the nurse (CNA 1) told her to stop screaming. When my mom continued to scream, the nurse (CNA 1) told her if she (Resident 1) didn't listen to her, then she (CNA 1) was not going to listen to her (Resident 1). My mom told me what happened, and that it made her upset. My mom (Resident 1) was upset the whole day. I reported the incident to the Administrator on 4/19/23 at 18:30. During an interview on 4/20/2023, at 12:30 p.m., with Resident 1, Resident 1 stated, I was screaming because I needed help. The nurse came in and told me to stop screaming. The nurse told me if I didn't listen to her and stop then she wouldn't listen to me. She was rude to me and made me feel sad. During a review of Resident 1's medical record on 4/20/23, the medial record indicated, Resident 1 requires two-person assist for transfers, toileting and ADL's (Activities of daily living). Resident is Spanish speaking, alert, oriented and able to make needs known. During an interview on 4/20/23, at 13:42 p.m., with the Director of Staff Development (DSD), DSD stated, The nurse should never speak to a resident like she (CNA 1) spoke to her (Resident 1). It is not acceptable no matter what. During an interview on 4/20/23, at 14:00 p.m., with the Director of Nurses (DON), DON stated, We are currently investigating the incident and the nurse has been suspended pending the investigation. This is a customer service issue that must be addressed. IDT met and determined this was poor Page 1 of 2 555458 555458 05/16/2023 Glenwood Care Center 1300 North C Street Oxnard, CA 93030

F 0550 Level of Harm - Minimal harm or potential for actual harm Residents Affected - Few customer service and the nurse will be re-educated on tone of voice to be used when speaking to our customers. During an interview on 4/20/23, at 13:15 p.m. with the Administrator (ADM), ADM stated, The daughter reported that she (Resident 1) was screaming because she needed help and CNA (CNA 1) stated if you don't listen to me, then I won't listen to you. We immediately initiated an investigation and suspended the employee pending investigation. It is not acceptable to speak to our residents like that, the nurse will receive corrective action and possibly termination. 555458 Page 2 of 2