Every finding on record at Residential Home Health

A Medicare authorized complaint investigation (MI00071131) was conducted by the Michigan Department of Licensing and Regulatory Affairs on 7/26/22 at: Residential Home Health 5440 Corporate Dr., Suite 400 Troy, MI 48098 This Agency had no additional sites Records reviewed: 1 discharged record without home visit (subject of the complaint), 2 active records without home visits, for a total of 3 records reviewed. Upon conclusion of the investigation it was determined that the complainant's allegation was unsubstantiated, therefore, no citation will be issued regarding this allegation. It was further noted that the Agency was determined to be non-compliant with other issues associated with this allegation and therefore, will be cited. Allegation #1: It was alleged that facility staff failed to provide adequate and appropriate care and services based on the patient's specific needs - Unsubstantiated.

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 record review and interview, the Agency failed to document the existence of complaints received, details of the investigation and the resolution of the complaints, as per this requirement for 1 (MR #1) of 1 patient who made multiple complaints regarding care, resulting in the potential for unaddressed patient/family concerns, inability to exercise one's rights and unmet care needs. Findings include: A complaint on file alleged that the facility failed to address the patient's health concerns. During a review of the complaint documentation on 7/25/22, it was further noted that this Agency had been contacted by a different department within the State system regarding the patient's complaints on 6/30/22. On 7/26/22, during an onsite complaint investigation, the Administrator (Adm #1) was asked for permission to review the Agency's complaint log. Upon review of the log on 7/26/22 at 3:55 p.m., it was noted that there was one entry/complaint logged regarding this patient. Upon review of the clinical record on 7/26/22 at 1:20 p.m. it was noted that the patient's start of care was 5/16/22 with diagnoses that included complications of intestinal pouch (ileostomy). The Plan of Care ordered the patient to receive Skilled Nursing services at a frequency of 2x/wk. x 3 wks., 1x/wk. x 4 wks. with prn (as needed) visits added for symptom management. During the review, it was noted that the patient made repeated complaints on multiple dates including 5/18/22, 5/19/22 and 5/27/22 regarding leakage of stool and poor Nursing response time. On 6/7/22 the patient further complained that Skilled Nursing was not seeing him when he needed care. The Administrator (Adm #1) was asked for permission to review the Agency's complaint log. Upon review of the log on 7/26/22 at 3:55 p.m., it was noted that there was only one entry/complaint logged regarding this patient, dated 6/30/22 after being notified of the patient's concerns by the aforementioned State Department. The Agency failed to ensure that all complaints, investigative measures, and the resolutions, as appropriate, were documented as per this requirement. These findings were reviewed with and acknowledged by Adm #1 during the onsite investigation and during the Exit conference. Adm #1 reported, "We talked about it in our communication/coordination notes, however, we didn't document the actual complaints, investigative steps, resolution and follow up contact with the patient."