Complaint Investigation Report

Documents reviewed indicate HCAs are provided the employee handbook which has procedures to follow in case an HCA is unable to work a scheduled shift, the handbook also indicates the HCA is responsible for reviewing their work schedule and to notify the HCO of potential issues, the handbook indicates HCAs are not permitted to make or accept phone calls or texts while on duty at client's homes unless they are to the HCO, a health care provider, or an emergency. The HCA then signs the "Employee Statement of Understanding" indicating they have read and understood the contents of the employee handbook.

Services were provided to client on 1/1/26 for 4 hours. RP feels HCA did not engage enough with client on this day, however, interviews revealed that client was already agitated prior to HCA arrival and at one point client did not want to come out of the bedroom. Interviews revealed HCA made attempts to engage with client but was unsuccessful.

Based on the evidence gathered and interviews conducted, the preponderance of evidence standard has not been met, therefore the above allegation is found to be UNSUBSTANTIATED.

EA concluded the visit with an exit interview and provided a copy of this report along with appeal rights to the licensee.