Touchpoints at Manchester: Medical Record Failures - CT
That's what inspectors found at Touchpoints at Manchester during a September 2 complaint inspection. The violation centered on a single resident, identified in inspection records only as Resident #1, and a breakdown that three separate nursing leaders acknowledged but none could fully explain.
The resident had been diagnosed with conjunctivitis and returned to the facility with new eye drop orders. The person designated as the contact on record, referred to in inspection documents as the COP, was never formally notified of the new diagnosis or the new treatment. More importantly, even where a call may have been attempted, nothing was written down.
A nurse interviewed during the inspection said she believed it was her responsibility to inform the family or the resident of new orders, and she thought she may have called the COP. She wasn't sure. What she was sure about: she had not documented any call in the resident's chart. Inspectors noted the interview failed to identify why the COP had not been notified.
The Assistant Director of Nursing Services, interviewed the same morning, confirmed what should have happened. The facility should have contacted the COP about the new diagnosis and the new eye drop orders, and that contact should have been documented in the resident's chart. The assistant director also could not explain why it wasn't.
The Director of Nursing Services offered a different version of events when inspectors spoke with her that afternoon. She said the COP had actually contacted the facility before Resident #1 returned from the hospital, and that during that call, the COP was informed of the conjunctivitis diagnosis and the treatment plan. If accurate, that would mean the family did receive the information they were entitled to. But the DNS acknowledged she had not written a nursing note to reflect that conversation. She told inspectors a note should have been written in the resident's medical record.
So the facility's own records contained no evidence the family had been told anything.
The facility's own undated Change of Condition Policy required exactly what didn't happen: notification of the resident and responsible party when a condition changes, documented in the nursing notes alongside any physician notification and any contact with family.
The three accounts inspectors gathered don't fully agree with each other. One nurse thought she may have called. The DNS said the family actually called in first. Neither documented a word of it. The inspection classified the violation under F0842, which covers medical record accuracy and completeness, with a finding of minimal harm or potential for actual harm affecting a few residents.
What the records show is a gap. A resident came back from the hospital with a new infection and new medication. Somewhere between the hospital discharge and the resident's return, communication happened or didn't happen, and the people whose job it was to write it down did not write it down. The family's contact, whoever they are, was left with no documented assurance that the facility had kept them in the loop about something as basic as an eye infection and the drops prescribed to treat it.
The DNS knew a note should have been written. The assistant director knew a note should have been written. The nurse on the floor knew she was supposed to document her calls. None of them did it.
Resident #1's family may have known about the conjunctivitis. Or they may not have. The records at Touchpoints at Manchester cannot answer that question either way.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for Touchpoints At Manchester from 2025-09-02 including all violations, facility responses, and corrective action plans.
Additional Resources
Data source: This article is based on inspection data downloaded directly from the Centers for Medicare & Medicaid Services (CMS) via Medicare.gov. CMS releases inspection reports in bulk; we publish the findings as documented by state surveyors in the official Form CMS-2567 Statement of Deficiencies.
Plan of correction: The CMS report we receive does not include the facility's plan of correction. Facilities submit plans of correction separately to state survey agencies and those responses may not be reflected in CMS data at the time of publication. The absence of a plan of correction in our data does not mean one was not filed. Readers who want information about corrective steps taken are encouraged to contact the facility directly or their state survey agency.
Corrections may have occurred: Inspection reports reflect conditions observed on the date of the survey. Facilities may have implemented corrections, staffing changes, additional training, or other remediation since the report was issued. We report what CMS provides and encourage readers to seek current information from the facility.
Editorial process: Inspection findings are extracted from CMS source documents and synthesized using AI, reviewed for factual accuracy against the original report by our editorial team.
Professional review: All content reviewed by Christopher F. Nesbitt, Sr., NH EMT & BU-trained Paralegal.
Last verified: September 26, 2026 · Our methodology
TOUCHPOINTS AT MANCHESTER in MANCHESTER, CT was cited for violations during a health inspection on September 2, 2025.
That's what inspectors found at Touchpoints at Manchester during a September 2 complaint inspection.
Health inspections identify deficiencies that facilities must correct. Violations range from minor documentation issues to serious safety concerns. Review the full report below for specific details and facility response.