Complaint Investigation
Inspection Information
Facility Type
Residential Care - 400
Received Date
10-Sep-2021
Subject
["Dispute Resolution","Reporting (Includes issues such as not reporting, insufficient reporting, etc.)"]
Contraventions: A summary of the new contraventions found during the inspections are listed below.
Code
Category/Description
A licensee must ensure that all complaints, concerns and disputes are responded to promptly.
Observation: Through the investigation process, Licensing observed that the Licensee had not ensured that all complaints, concerns and disputes were responded to promptly.
Corrective action: Ensure that all complaints, concerns and disputes are responded to promptly. Action/s Required by Licensee: Licensee to submit a corrective action plan to Licensing specific to the contravention. Action/s Required by Licensing: On February 25, 2022, Director of Care submitted a corrective action plan specific to the contravention. The corrective action plan included ensuring the complaint resolution process was followed in respect to stated timelines, that the task of responding to complaints would be assigned to the Executive Director, if the Director of Care position was vacant or in circumstances where the Director of Care was unavailable; the complaint resolution process would be reviewed with Health Care Aides and nurses at the March, 2022 monthly staff meetings and would include information on directing families to the Executive Director in the event that the Director of Care was unavailable, with meeting minutes to be submitted to Licensing. This corrective action plan was amended on March 10, 2022 to specify that the staff meetings would occur in April, 2022. This corrective action plan has been reviewed and accepted by Licensing. On April 28, 2022, Licensing received the staff meeting minutes.