Complaint Investigation Report

Regarding allegation: Residents are not provided assistance when needed.

It was alleged that there is no staff at the front desk between 8am-9am and residents can not get assistance with something when they call between those hours. The investigation revealed that S1 indicated that the front desk staff starts work at 7am daily. If the staff steps out, the calls get forwarded to their cell phones so they can answer even if they are not at their desk. S1 also stated that if no one answers, the call goes to voicemail and a staff will make sure to return the call. S1 indicated that sometimes, the front desk can be on the other line when a call comes in, but staff will call back the resident as soon as possible. S1 denied the allegation. S2-5 stated that they never heard any resident complain about assistance not being provided when needed and therefore denied the allegation. Ten (10) of the eleven (11) residents interviewed stated that they never had any issues with assistance from the staff. Some stated that sometimes they have to wait for a few minutes, not a long wait before a staff attends to their needs. All (11) residents stated that their calls get answered from the front desk staff when they call to ask for assistance and never had issues with that. Based on statements and interviews conducted with residents and staff, there was not enough supportive evidence to corroborate the allegation.

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.

Regarding allegation: Facility does not have hot water.

It was alleged that the facility is without hot water every three (3) days. S1 denied the allegation and said not having hot water for three (3) days did not happen. S1 admitted that the boiler system went out some time last year, one of the pipes blew out. S1 called the plumber and it was worked on and fixed in one (1) day. S1 indicated that he notified the residents about the hot water situation that morning. S2-5 stated that sometimes the facility conducts a hot water maintenance but it will only be out for an hour or so. S2-5 indicated that the maintenance is being done once every 4-6 months.

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