Complaint Investigation Report

Allegation: Staff did not attend to residents' care needs in a timely manner

It was alleged that Staff did not attend to residents' care needs in a timely manner.

Based on interviews conducted, 6 of 7 residents stated that they have call buttons that they can use if they need staff assistance and have no issues during the daytime with staff responding. Interview with R1 indicated that when R1 uses the call button, staff will take approximately 5-7 minutes to respond. Additionally, interviews with 7 of 8 staff members all revealed that residents may use their pendant for assistance and it will notify the staff through their radio. 7 of 8 staff members stated that the average time to respond to the residents’ call could vary between 5 minutes to 20 minutes. S3, S4, and S6 indicated that when they are busy helping a resident and another resident requests for assistance, other staff members can assist with that request.

Interview with W1 revealed that W1 had no issues with the call button when R8 was living in the facility and W2 stated that in the past R4 had issues with the call button response time, however, the issues has been resolved since then.

A review of the facility call log report dated 12/04/2025 showed that R1 used the pendant and waited approximately 4 minutes for staff to respond to R1’s call. All the other dates pertaining to R1’s calls had a response time of less than 2 minutes from the dates 12/08/2025 to 12/19/2025.

Based on interviews and record reviews conducted, the above allegation is unsubstantiated. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated .

Exit interview conducted and a copy of this report was provided.