Complaint Investigation Report

Interviews were conducted with six out of six staff members, all of whom stated that the residents’ toilets were in good repair. Staff members also denied instructing residents to dispose of used toilet paper in trash bins instead of flushing it. Additionally, twelve out of twelve residents interviewed reported that the toilets were not in disrepair. Furthermore, eleven out of eleven residents stated that facility staff had not instructed them to dispose of used toilet paper in trash bins. Based on the investigation, it was further learned that toilets may occasionally clog depending on usage; however, maintenance staff are readily available to address and unclog toilets to restore proper function. Based on the observations and interviews conducted, LPA Lee was unable to corroborate the allegation.

It was alleged that facility staff did not provide resident’s records to authorized representatives. The investigation included interviews with the Administrator Hickman and a review of records. On 02/01/2026, it was learned that the resident’s authorized representative requested Resident 1 (R1)’s records, specifically pendant call logs. It was further noted that the facility’s call system retains only 16 pages of call history. On 02/05/2026, the authorized representative requested additional documents, including all communication logs that are posted on R1’s refrigerator. On 02/11/2026, Administrator Hickman explained to the authorized representative the facility’s protocol for releasing records and provided the authorized representative with an Authorization for Use and Disclosure of Protected Health Information form to state that authorized representative can obtain R1’s records. It was also learned that the Power of Attorney documentation that the authorized representative provided to the facility was limited to financial matters and did not include access to medical records. The facility contacted and discussed this matter with the authorized representative. On 02/13/2026, the authorized representative submitted the signed Authorization for Use and Disclosure of Protected Health Information form, and it was learned that the authorized representatives were 4 th in line. On 02/16/2026, authorized representative sends signed authorization for use and disclosure of protected health information form. On 02/26/2026, the authorized representative requested additional and all records and documents related to R1’s stay at the facility from date of admission 11/05/2024 to 03/18/2026. On 03/03/2026, all requested documents were collected and taken to the corporate office for copying, and the authorized representative was notified that the copies were ready to pick up. The authorized representative confirmed via email that they would retrieve the documents. Based on the record review, there was ongoing communication between the facility and the authorized representative regarding the requested documents and the requested records were provided to the authorized representative. Therefore, based on the records review and interviews conducted, LPA Lee was unable to corroborate the allegation.