Complaint Investigation Report

investigation revealed the following. R2-6 either did not report having issues with medication administration or did not need that level of support. R1 expressed not wanting support with medication due to their fear of the covid-19 outbreak. R1 states that they do not wish to pay the additional cost associated with the support of medication administration. S1 states the facility has medication technicians onsite and R1 refused support for medication administration due to not wanting to pay the additional cost. S2,3,5 could not confirm allegation to be true. S4, states not working with R1 and S6 states, R1 is not apart of the medication administration program.

Regarding the allegation: staff don’t answer the phone. It’s being alleged that the facility staff does not answer the phone. The investigation revealed the following. R2-6 all state not having an issue with staff not answering the phone. R2 states, the person that’s on the phones is usually very good. R3 states, “as often as I call, they pick up.” R6 states that people congregate at the front sometimes and they may get distracted but they mostly pick up. R1 states not having a phone for the past 6 months. LPA observed R1 make a phone called from their room. S1 states being unaware of the allegation and would need to follow up. S2&3 state they always answer the phone. S4 states there’s no receptionist from 6:30a-7:30a but they do answer the phone during that time. S5 states if no one answers at the front desk then the calls are routed to the kitchen phone. S6 states sometimes they may miss a call if their hands are dirty, but they often pick up.

Regarding the allegation: facility is in disrepair. It’s being alleged that there’s a resident in care without an air conditioning (A/C). The investigation revealed the following. S1 states that central air unit for the room is in need of a “coil.” S1 states due to a shortage on parts and per R1’s request for a “vaccinated technician” repairs have been delayed. S1 states that the facility has place a portable A/C unit in the apartment, and they have offered R1 an alternative room, which was refused. R1 confirms the facility has offered them an alternative room but does not wish to move. R1 confirms receiving a portable A/C unit but wants the unit in the room repaired. LPA toured and interviewed R1 in their bedroom and observed the A/C to be in working order and at a comfortable temperature. R2-R6 state not having any issues with the facility being in disrepair. R4 and R6 both state the carpet could be replaced. R6 states the elevators could be replaced but are in working order. S2-6 did not confirm the facility to be in disrepair. S3 agrees the carpet could be replaced but acknowledged the facility’s efforts in upkeep.