Complaint Investigation Report

Allegation: Staff are not allowing LTCO into the facility at residents request

It was alleged that Staff are not allowing LTCO into the facility at residents request. Interview with S1 and S2 revealed that guests are to show a form of Identification Card to verify who they are when visiting the facility. Once verified and checked into the facility’s kiosk, the guest can enter. Interview with S1 and S2 indicated that Ombudsman representative, Witness 1 (W1), did not properly introduce themselves and their identification card did not clearly show that they are from the Ombudsman. S1 stated that their identification card shows their picture and the logo, “Empowered Aging” without their name included. S1 and S2 stated that front desk staff are trained to not provide anything confidential to guests and that includes the resident roster without verifying that they are authorized to obtain the roster. S1 also added that due to potential scammers, the front desk is trained to be cautious of guests entering and asking for confidential information. A review of the kiosk sign in sheet, the W1 signed in as a Pharmacist under the Ombudsman Services and interview with S1, S2, and W1 verified that W1 was able to conduct their visit that day and obtain the resident roster after verification.

Based on the investigation, which included staff interviews and review of available documentation, the allegation that staff are not allowing LTCO into the facility at residents request is unsubstantiated . Although the concern was reported, there is insufficient evidence to confirm the allegation. Therefore, the allegation is deemed unsubstantiated at this time.

Allegation: Facility is not providing adequate care due to insufficient staffing

It was alleged that Facility is not providing adequate care due to insufficient staffing. On 03/11/2026 and 05/08/2026, LPA interviewed with 7 residents of which 5 of 7 residents reported that there are times when residents would have to wait for assistance for staff to help. However, interviews with S2, S4, S6, S7, and S8 stated that even though there are less staff for the day, staff members will provide care to the residents as soon as possible. On 03/11/2026, R3 stated that R3 needs assistance with showers, dressing, and medication and R3 stated that R3 gets the care R3 needs.