Seven of eight staff members reviewed during an October inspection had no record of completing the required effective communication program training. The missing training affects certified nursing assistants, licensed practical nurses, and food service assistants who provide direct care to the facility's 71 veterans.
When inspectors requested documentation of the training on September 30, Nursing Home Administrator NHA-A and Director of Nursing DON-R said they needed to call human resources and their education company to locate the records. The administrator confirmed the next day that the training had "never been included in the facility's training process."
The inspection began after federal regulators received a complaint about the facility. Surveyors discovered that CNA-TT, CNA-VV, CNA-WW, CNA-XX, LPN-I, LPN-N, and FSA-ZZ had completed various trainings over the past year but lacked documentation for the communication program.
Federal regulations require nursing homes to develop and maintain effective training programs that include communication skills for direct care staff. The training must outline the elements and goals of the facility's communication program to ensure staff can properly interact with residents and their families.
The facility's failure to provide this training creates potential for harm to residents who depend on clear communication with their caregivers. Effective communication between staff and residents is essential for understanding care needs, medication concerns, pain levels, and other critical health information.
Staff scrambled to find missing documentation after inspectors raised questions. On September 30 at 1:09 PM, surveyors formally requested the training records from NHA-A. By 1:54 PM the following day, DON-R informed inspectors the facility was still searching for the documentation.
The administrator provided no explanation for why the communication training had been omitted from staff education requirements. The facility offered no timeline for when the missing training would be completed or how long staff had been working without this required preparation.
Wisconsin Veterans Home-Boland Hall serves veterans who have earned specialized care through their military service. The facility's failure to ensure basic communication training for nursing staff represents a systemic breakdown in meeting federal care standards.
The missing training affects multiple categories of direct care workers. Certified nursing assistants provide daily hands-on care including bathing, feeding, and mobility assistance. Licensed practical nurses administer medications and monitor resident conditions. Food service assistants interact with residents during meals and may be the first to notice changes in appetite or swallowing difficulties.
Each of these roles requires clear communication skills to identify resident needs and report concerns to supervisory staff. Without proper training, staff may miss important verbal or non-verbal cues from residents about their care needs or physical comfort.
The inspection found the facility had provided other training to staff over the past year, making the absence of communication training more notable. Surveyors reviewed training records at 12:35 AM on September 30 and immediately identified the gap in required education.
Federal inspectors classified the violation as having potential for actual harm to many residents. The citation affects all 71 veterans residing at the facility who receive care from the untrained staff members.
The facility's admission that communication training was never part of their education process suggests the problem extends beyond the seven staff members identified in the inspection. Other direct care workers likely lack the same required training, though inspectors did not review additional personnel files.
Veterans homes operate under heightened scrutiny because they serve individuals who sacrificed for their country. The Wisconsin Veterans Home system has faced previous federal citations for care deficiencies, making staff training compliance particularly important for maintaining resident safety.
The facility provided no corrective action plan during the inspection period. Administrators did not explain how they would implement the missing training or prevent similar oversights in their education program.
The communication training violation represents a fundamental failure in staff preparation that could affect every aspect of resident care. From understanding medication concerns to recognizing emergency situations, effective communication forms the foundation of safe nursing home care.
Federal regulators will require the facility to demonstrate compliance with training requirements before considering the violation resolved. The 71 veterans at Wisconsin Veterans Home-Boland Hall continue receiving care from staff who never learned the communication skills federal law requires.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for Wi Veterans Home-boland Hall from 2025-10-01 including all violations, facility responses, and corrective action plans.