West Suburban Nursing: 8-Month Hearing Aid Delay - IL
The man, identified in inspection records only as R1, told federal inspectors on September 2 that he had been asking to see an audiologist "for a long time" and would be happy to travel outside the facility for faster service. Staff at West Suburban Nursing & Rehab Center had not helped him make an appointment.
"He has been asking since January 2025 and hasn't seen one," according to a May 16 grievance form completed by an ombudsman who visited the facility.
R1 lives with multiple serious conditions including COPD, major depressive disorder, epilepsy, leukemia, bipolar disorder and psychosis, in addition to moderate cognitive impairment. He requires setup assistance with eating and supervision with most daily activities, but remains continent and can move independently in bed.
The ombudsman submitted R1's complaint to the facility administrator on May 19. Three days later, the administrator confirmed receipt of the grievance at 11:25 AM.
Nothing happened for nearly a month.
On June 16, a registered nurse finally took action, calling R1's insurance case manager to request provider lists for several specialists including an audiologist. The case manager promised to fax the information and the nurse provided the facility's fax number.
The same day, the nurse used the facility's electronic medical record system to notify the social services director about R1's need to see an audiologist. Her progress note documented both actions.
Then the trail went cold.
When inspectors arrived in September, they found no evidence that facility staff had followed up on the promised provider list from the insurance company. No documentation showed anyone had helped R1 schedule an appointment or that he had actually seen an audiologist.
The registered nurse told inspectors she had properly communicated R1's request to the social services director using the facility's internal messaging system. She could pinpoint the exact date of her communication by looking at her documentation in the medical record.
But four months after her initial efforts, R1 was still waiting.
The case illustrates a breakdown in the facility's system for connecting residents with outside medical services. While staff documented their initial steps to help R1, they failed to follow through on securing the specialist appointment he had requested for months.
Federal regulations require nursing homes to assist residents in obtaining necessary medical services, including vision and hearing care. The facility's failure affected what inspectors described as "few" residents in their sample, but for R1, the impact was personal and prolonged.
During his September 2 interview with inspectors, R1 remained hopeful about getting help with his hearing problems. He expressed willingness to leave the facility for appointments if that would speed up the process.
His eight-month wait continued.
The ombudsman who filed the original complaint had tried to advocate for R1 through proper channels. She completed his grievance form on May 16 but waited three days before submitting it to the administrator via email. Her documentation showed the facility received and acknowledged the complaint promptly.
Yet the system designed to address resident concerns had failed to deliver results. Despite clear communication between the ombudsman, administrator, nurse, and social services director, R1's basic request for hearing assistance remained unfulfilled when inspectors concluded their review.
The facility's electronic medical record contained detailed documentation of R1's complex medical needs and daily care requirements. Staff tracked his cognitive impairment, monitored his multiple chronic conditions, and recorded his functional abilities with precision.
But they could not manage to get him an appointment with an audiologist.
R1's case represents more than administrative oversight. For a man already struggling with dementia, depression, and numerous physical ailments, untreated hearing loss compounds his isolation and communication difficulties. His willingness to travel outside the facility for care showed his understanding that his hearing problems needed professional attention.
The registered nurse's June 16 documentation showed the facility had a clear process for obtaining specialist referrals through residents' insurance providers. The communication tools in their electronic medical record system allowed staff to coordinate care requests efficiently.
What they lacked was follow-through.
As inspectors completed their September 11 review, R1's hearing problems remained unaddressed. The provider list his insurance case manager had promised to fax in June was nowhere to be found in facility records. No appointments had been scheduled. No audiologist had examined him.
Eight months after his first request, R1 was still asking for help he should have received long ago.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for West Suburban Nursing & Rehab Center from 2025-09-11 including all violations, facility responses, and corrective action plans.
Additional Resources
Data source: Official federal inspection data from the Centers for Medicare & Medicaid Services (CMS).
Editorial process: AI-synthesized regulatory data, reviewed for accuracy by our editorial team.
Professional review: All content reviewed by Christopher F. Nesbitt, Sr., NH EMT & BU-trained Paralegal.
Last verified: June 20, 2026 · Our methodology
WEST SUBURBAN NURSING & REHAB CENTER in BLOOMINGDALE, IL was cited for violations during a health inspection on September 11, 2025.
Staff at West Suburban Nursing & Rehab Center had not helped him make an appointment.
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.