Complaint Investigation Report

Resident records are not readily available to facility staff. – UNSUBSTANTIATED

It was reported that the facility’s wifi / internet has not been functioning and as a result there is no access to resident medical records.

On 09/04/2025 the new internet vendor completed installation of temporary routers throughout the building and hot spots have not been used since that date. LPA reviewed an email to the licensee from AT&T which states that AT&T will complete service activation on 10/30/2025.

Executive Director stated when the facility’s internet service was not functioning staff were accessing resident records using hotspots. The facility’s IT department had required them to use an authenticator to ensure security (dual factor authentication). AT&T installed temporary routers in various locations throughout the facility and staff stopped using hotspots on 09/04/2025.

On 08/28/2025 LPA issued a physical plant citation partially related to the facility’s wifi being in disrepair. The facility has obtained advice and permission from their IT department that hotspots are secure to use and is requiring staff to use an authenticator in order to access resident records. This allegation is unsubstantiated.