Complaint Investigation Report

One out of 4 staff interviewed stated the facility was operating out of ratio. Licensee, current administrator and S9 stated the facility has always sufficient staffing. During the time complaint was received, LPA obtained information from RQA who stated that with the total 6 residents at that time, the facility is required to provide 168 hours of per week for basic staffing and 90 hours per week of additional staff for a total of 258 hours per week, but all these information changed due to the administrator during that time no longer work at the facility. LPA obtained information from the house manager during that period who stated that she covered for the hours of the administrator who quit. Therefore, the allegation is unsubstantiated.

Allegation: Staff shares resident's personal information with others.

The reporting party (RP) stated that resident (R1) reported that the personal information of R1 was exposed by S9 to other residents. S9 denied the allegation. CM stated she talked to former administrator about the allegation who told her that no one talked about resident's information in front of other residents. LPA was not able to obtain information from R1 regarding the allegation. Due to medical diagnosis of other residents, LPA was not able to obtain information. Therefore, the allegation is unsubstantiated.

Allegation: Staff refuse to take resident to appointments.

RP indicated that the house manager (HM) does not like resident, R1, and would not take or allow other staff to take R1 to medical appointments. It was also alleged that resident (R3) has dental issues and R3 was not brought to the dentist.

HM denied the allegation and stated that R1 set up her own medical and dental appointments and goes to the appointments via Uber. This was confirmed by LPA from licensee and current administrator. RQA stated that due to R3 lacking a valid photo ID or birth certificate, no provider would provide services even cash based. RCEB was able to get a birth certificate from R3’s parents and services were rendered. R3 stated she was seen by the dentist on the day LPA conducted a 10-day complaint visit. LPA was not able to obtain information from R1. Therefore, the allegation is unsubstantiated.