The power of attorney for the resident sent an email request on October 14 at 8:33 AM to the facility's business office manager, asking for "copies of all admission documentation, care plans, and the complete medical chart for our records." The request also sought an updated billing statement.
The business office manager forwarded the email to the director of nursing an hour later but took no further action to fulfill the records request.
Seven days passed before the business office manager responded to the family member. On October 21, the manager wrote: "I gave your e mail to (director of nursing) to get all that info for you."
By October 26, twelve days after the initial request, the power of attorney told inspectors she still had not received any medical records. "I still have not received any of (the resident's) medical records I have requested," she said.
The administrator confirmed on October 29 that the family member had not yet received the requested records, fifteen days after making the request.
"Our facility policy wasn't followed by (the business office manager) and should have been," the administrator told inspectors. The administrator acknowledged that both the medical records coordinator and the administrator should have been notified of the request, not just the director of nursing.
Federal regulations require nursing homes to provide residents or their legal representatives with copies of medical records within two working days of a request. The facility's own policy, dated November 28, 2017, states that records must be provided "within 24 hours (excluding weekends and holiday)" for access requests and "two working days advance notice" for copies.
The resident's Illinois Statutory Short Form Power of Attorney for Health Care, dated March 2, 2004, established the family member as the resident's legal representative with authority to access medical information.
The business office manager received the October 14 email request but failed to follow established procedures for processing medical records requests. Instead of involving the medical records coordinator or administrator as required by facility policy, the manager simply forwarded the email to the director of nursing and took no additional steps to ensure the request was fulfilled.
The delay violated both federal regulations and the facility's internal policies designed to ensure timely access to medical records. Nursing home residents and their legal representatives have the right to access personal and medical records "in the form and format requested by the individual, if it is readily producible in such form and format."
The administrator's acknowledgment that facility policy wasn't followed highlights a breakdown in the nursing home's records management system. The failure to involve the medical records coordinator, who would typically handle such requests, contributed to the delay.
Manor Court of Peoria's violation demonstrates how administrative oversights can prevent families from accessing critical medical information about their loved ones. The power of attorney had requested not only medical records but also admission documentation and care plans, all of which are essential for understanding a resident's treatment and care history.
The facility's policy requires staff to provide records in electronic format when maintained electronically, or in readable hard copy form when electronic format isn't available. The October 14 request specified a need for complete medical records, which should have triggered the facility's standard two-day response protocol.
The business office manager's minimal response on October 21, simply stating that the request had been passed along to nursing staff, failed to provide the family member with any timeline for when records would be available or confirmation that the request was being processed according to facility procedures.
By the time inspectors arrived on October 29, the family member had been waiting more than seven times longer than federal law allows for medical records access. The administrator's admission that multiple staff members should have been involved in processing the request reveals systemic problems with the facility's records management procedures.
The violation affects families' ability to make informed decisions about their loved ones' care and to ensure continuity of treatment when residents transfer between facilities or providers. Access to complete medical records is particularly important for legal representatives who must advocate for residents' healthcare needs.
The power of attorney's October 14 email clearly outlined the specific records needed and provided appropriate advance notice for copying. The request included admission documentation, care plans, and the complete medical chart, all standard components of a nursing home resident's medical record that should be readily available for copying within the required timeframe.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for Manor Court of Peoria from 2025-10-29 including all violations, facility responses, and corrective action plans.