Harmony Dubuque

11/6/25 at 12:33 PM indicated the resident scored 14/15 on the BIMS which indicated intact cognition.The CP for the resident with an admission date of 1/18/20 indicated she was at risk for changes in mood related to anxiety and depression, and was on medication for depression. A focus area regarding discharge indicated the resident was unable to discharge to the community and directed staff to support the resident, family, and representatives as needed.An interview with Resident #3 on 11/13/25 at 12:59 PM revealed family visits and phone calls were very important to her.

The resident reported a family member told her more than once that she tried to call the resident on the facility phone but had not been able to talk to her.

Another family member reported not being able to speak to the resident by phone for 2 weeks in spite of repeat calls, mostly in the evening.

Staff told the family member the resident was eating or sleeping and could not come to the phone.

The resident stated if that family member called for her, no one told her and she would have taken the call.

When asked if she called her family, Resident #3 stated no one had ever told her she could use the facility phone to do that.On 11/13/25 at 2:14 PM Staff B, Office Manager stated that until 8:00 PM all calls came through one line and after that when directly to the nurses stations. To get calls to residents the caller would be placed on hold.

The calls were announced on the speaker system.

There were 2 cordless phones at each nurses station and any staff should take the phone to the resident, take it off of hold, and let the resident talk in private.

Otherwise residents could be brought to the nurses station if they wished. If a resident was eating or sleeping her process was to tell the caller and let them decide if they wanted to wake them or interrupt their meal, call back, or have the resident call them when they were done.

When asked if residents were always given a choice about whether or not to take the call, Staff B stated it depended on if the caller was the Power of Attorney.On 11/13/25 at 2:55 PM Staff E, LPN stated 99 percent of the time residents took calls from loved ones if they knew they were on the phone.On 11/13/25 at 4:37 PM the Administrator stated she had only been there a month and was not aware of concerns about family calls getting through.

She expected all staff to be responsible for ensuring residents could speak with their loved ones.A policy titled Resident Rights - Dignity and Respect revised 4/2024 documented the purpose of the policy was to lay the foundation for treating all residents with dignity and respect and maintaining and enhancing his or her self-esteem and self-worth.

Residents had the right to considerate and respectful care and to be treated with honesty, dignity, respect, and with reasonable accommodation of individual needs except where the health, safety, or rights of the resident or other individuals in the facility would be endangered.

Residents also had the right to be free from involuntary seclusion, to manage their own care, to have access to visitors, and the right to exercise his/her rights of the facility as a citizen/resident of the United States.

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