As the owner or management team of a nursing home, little is worse than discovering someone has accused your facility of neglecting or abusing those in your care — especially when you are sure it is untrue.
Staying calm is crucial, as acting in haste could lead to mistakes that make fighting the allegations more difficult. Here are a few key strategies to remember that will help you avoid mistakes:
1. Refrain from anything that could be considered retaliation
Regardless of your feelings about the resident or family members of a resident who made the allegations, it is important to avoid any actions that could be viewed as retaliation. This could include obvious acts, such as threats of eviction and hostile verbal exchanges, to unwanted room changes or social isolation. Make certain that any staff members who are aware of the allegations understand that they need to remain professional at all times.
2. Do not make rash employment or disciplinary decisions
While you need to be responsive to allegations of abuse or neglect, being too quick to blame a member of your staff could potentially result in additional legal woes. Follow the procedures you have in place to create safety for the resident in question while you investigate the allegations and look into the conduct of the staff member.
3. Do not lose control over the communication
Once you discover a complaint has been made, you need to carefully consider how you will respond to public and private inquiries. You may have everyone from other residents to family members to the press asking questions about the matter, and responses given without sufficient thought could worsen your situation. Advise staff to direct all enquiries to you, or to the team you designate to handle the response.
However groundless you feel an allegation is, it is crucial you handle it the right way. Legal guidance can be crucial in such a delicate situation.
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