Patient RightsQuestion 9 of 200
A resident tells the CNA, 'I want to file a complaint about how the night staff speaks to me.' The CNA should:
a.Tell the resident complaints rarely change anything and to let it go
b.Wait until the next care conference, weeks away, to bring it up
c.Investigate the staff personally before forwarding anything
d.Inform the resident of the grievance process and assist in contacting the grievance officer or ombudsman without retaliation
Explanation
42 CFR §483.10(j) and HSC §1599.2 guarantee the right to voice grievances without discrimination or reprisal and require facilities to have a grievance officer with prompt written response. The CNA must support access to the grievance process, including posting Long-Term Care Ombudsman contact information (1-800-231-4024). Discouraging the resident (a), delay (b), and informal investigation by an aide (c) all violate residents' rights and may constitute retaliation if they suppress the complaint.
Law Reference: 42 CFR §483.10(j); HSC §1599.2Practice all 200 questions free — no signup required.
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