Complaint Investigation Report

Allegation #1: Staff did not ensure residents room was kept clean.

The complaint alleged that the facility does not keep residents' rooms clean. It is reported that staff do not maintain the upkeep of the resident's refrigerator, which contained old food that smelled with odor. It is also noted that the staff would stack cleaned, laundered clothes on top of dirty ones. No further details were provided regarding this issue.

On January 10, 2025, between 9:15 AM and 10:50 AM, the Department interviewed all three staff members identified as Staff #1, Staff #2, and Staff #3 regarding the allegation, which they claimed was fabricated. Staff #1 and Staff #2 mentioned that the facility employs four housekeepers, and each staff member is responsible for cleaning an entire floor. They stated that housekeeping and laundry services are included as part of the living accommodations outlined in the Residency Agreement, with services provided once a week or as needed.

Staff #1 and Staff #3 noted that the housekeeping team is responsible for the upkeep and cleaning of the refrigerator. However, it was reported that residents often refuse housekeeping services, including the cleaning of refrigerators and the disposal of expired food items. In such cases, Staff #3 stated they would notify the maintenance coordinator and the front desk.

Staff #4 confirmed that laundry services are also provided once a week or as needed. Residents are instructed to prepare their dirty clothes in a laundry bag and place it outside their door on designated laundry days. The clean, laundered clothes are returned in bags marked with the date, room number, and a “Clean” label. Staff #4 noted that the clean laundry is never placed on top of the dirty clothes.

On January 10 and 14, 2025, between 10:20 AM and 11:20 AM, the Department conducted interviewed (7) out of (7) residents, identified as R#1 through R#7. None of the residents could verify the allegations made. R#1 - R#7 reported that the housekeeping and laundry staff provided adequate services. They confirmed that housekeeping is performed once a week, and they also stated that it is the residents' responsibility to maintain their rooms in a clean and sanitary condition, which includes keeping the refrigerator clean. Additionally, R#1 through R#7 expressed that they had no issues or concerns regarding the handling of their laundry.