Prime Home Care, LLC

“Document complaint and resolution CFR(s): 484.50(e)(1)(ii) (ii) Document both the existence of the complaint and the resolution of the complaint; and This Element is not met as evidenced by: Based on interview, record review, and policy review, the facility failed to document both the existence of the complaint and the resolution of a complaint for one of three patients reviewed (Patient #510). This had the potential to affect all patients receiving services from the agency. The census was 509. Review of Patient #510’s medical record revealed a 08/01/23 admission with diagnoses including post operative circular system surgery peripheral vascular angioplasty with implants and graphs, chronic venous hypertension, chronic ulcer of left heel and mid foot with necrotic muscle, hemiplegia, type 2 diabetes, cardiomyopathy, and hyperlipidemia. The plan of care for the 08/01/23 to 09/29/23 certification included 13 home health aide hours weekly, a skilled nurse visit weekly, occupational therapy two times a week for one week, three times a week for three weeks, one time a week for one week, physical therapy three times a week for four weeks, and one time a week for one week. An 09/11/23 email sent to Staff B and former Staff S, not part of the medical record, was provided. The email written by Occupational Therapy Assistant Staff R included Patient #510’s husband called and told him he “wanted a different nurse because he didn’t feel like his wife was a priority.” Husband reported that nursing has been “four to five hours late” and has canceled before. He also said he would like a different nurse due to not feeling like her wounds were addressed properly. Review revealed no communication notes related to a complaint. The medical record did not provide any information related to the complaint. Review of the facility’s undated COMPLAINT/GRIEVANCE PROCEDURE included the facility takes all concerns very serious. The facility will address all concerns in the proper manner by following Compliant/Grievance Procedure. The facility will have a written grievance for resolving patient complaints. The purpose was to address patient concerns and grievances in the proper manner. Improving patient care and maintaining an atmosphere in which the patient/family members feel free to express their concerns/complaints is our highest priority. The procedure included the facility recognizes that patient’s and/or family members may have concerns and/or complaints regarding care. The facility will inform patients of their right to file a grievance, and shall give patients the name and phone number of the provider’s contact person responsible for addressing grievances. A grievance concerning an employee may be verbal and/or in writing and must contain the name and address of the person filing the grievance and a description of the action that is being grieved. Verbal grievances should be made by calling the office or written grievances should be mailed to the office using the Patient Concern Form, which is in the patient folder. Interview 03/18/24 at 1:22 P.M. with the Clinical Manager Staff B revealed there was one nurse terminated for cause 01/12/24. Staff B indicated there were complaints of the nurse not showing up to homes although there was documentation of nurse visits. Staff B was unable to remember which patients complained. The complaints were not logged. Staff B did recalled one email of a complaint that came indirectly to her from a therapist related to former Patient #510. Staff B had no written resolution to the complaint and said Former Staff S was to report findings to human resource. Interview 03/20/24 at 12:40 P.M. with Staff M revealed Staff L was placed on leave 12/16/23 after additional concerns were brought to higher management. During the investigation they had no written evidence of an investigation being conducted related the 09/11/23 complaint. Staff M confirmed each branch did not maintain a log of concerns. The policy was not followed.”