Complaint Investigation Report

LPA interviewed residents. Eight (8) out of eight (8) residents could not corroborate the allegation. It revealed that staff would respect residents, speak with appropriate volume to ensure residents could hear staff clearly and knock on the doors before entering residents' room. R1 stated staff would speak up nicely to R1 and staff would knock on room's door asking for permission before entering. All interviewed staff denied the allegation. LPA observed staff who spoke with residents at the lobby did not talk loudly but residents would request staff to speak louder or repeat themselves to ensure residents could hear the conversation. During the facility tour, staff would knock on the residents' room doors asking for permission before entering. Thus, facility staff had afforded dignity and respect in their relationship with residents in care.

In regard of allegation, “staff do not prevent cigarette smoke from entering the facility,” it was alleged that residents smoke cigarette at the entrance door which cigarette smell entered the facility. LPA interviewed residents. Seven (7) out of eight (8) residents could not corroborate the allegation. It revealed that resident did not smell the cigarette smell at the entrance and the entrance doors were always close. R1 stated R1 had smelled cigarette smell when R1 was in the lobby. All staff interviewed denied the allegation. If staff smell cigarette at the entrance, staff would made sure the entrance doors were closed and requested residents who were smoking to go to the designated smoking area and stayed away from the entrance. Staff stated residents had personal right to smoke cigarette if they want to. LPA observed entrance doors were close during the visit. A sign "no smoking" was posted at the eye level on the wall near the entrance door. LPA did not smell cigarette smell at the entrance or lobby during the visit. Residents who smoke cigarette would go to the designated smoking area located at the back of the courtyard. Thus, facility staff did not fail to prevent cigarette smoke from entering the facility.

In regard of allegation, “facility is in disrepair,” it was alleged that R1’s room ceiling panels have fallen off and the slide glass door lock is broken. LPA interviewed residents. Seven (7) out of eight (8) residents could not corroborate the allegation. It revealed that their rooms were not in disrepair. R1 stated a piece of room ceiling panel was missing and the slide glass door lock was broken. All staff interviewed denied the allegation. LPA toured to R1's room and staff had been working on fixing it when administrator was aware of it. LPA tested the slide door lock and it was working. Thus, R1’s room is not in disrepair because R1’s room ceiling panel was in the process of repairing.