ST. LOUIS – An independent investigation into poor medical care at the St. Louis Veterans Home is underway, the Missouri Department of Public Safety announced Thursday.
A press release from the Department of Public Safety said Harmony Healthcare International — a consulting firm whose services include nursing home audits and compliance reviews — was already at the home in Bellefontaine Neighbors Thursday. The complete report is expected by the end of the year.
The call for an investigation stemmed from complaints by patients and family about the conditions and care at the facility. In reporting earlier this month, the Missouri Veterans Commission said they've been aware of these complaints since July, and even launched an investigation. As a result, new protocols have been put in place. Including:
- Implementation of Grand Rounds by Administration, Director of Nursing Services, Social Workers, Charge Nurses, Therapy Staff and CNAs to create an open line of communication to maintain the Veteran’s optimal level of care and independence
- Appointment of a Guest Services Director to serve as a concierge to both family members and Veterans to be a one-stop-shop to escalate concerns to appropriate departments including Administration as needed
- An evening shift Administrator was added for consistent operations oversight and to address any family and Veteran concerns
- Veterans and family members will soon be notified of a new toll-free number that Veterans and family can call if they have issues, concerns, or suggestions.
- Family Council meetings have increased from quarterly to monthly for improved communication
- The Administrator has made his direct cell number available throughout the home to answer questions or concerns 24/7
- Increased staff education and training on numerous patient care topics
