Complaint Investigation Report, 03/30/2025 — Savant of Burbank East, Burbank CA

A review of the maintenance notes revealed that the hot water problem was reported on 06/17/2024 and resolved 06/19/2024. During interviews with staff, all staff stated the issue was brought to their attention and it was resolved swiftly. Staff added they are not aware of any thermostat issues. During interviews with residents, all resident stated they do not recall the incidents of hot water and air conditioning issues and are not currently experiencing any.

Based on observations, interviews and record review, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time.

---Staff did not respond to resident's call button in a timely manner.

It was alleged that when they use the call button staff never respond to assist. To investigate the allegation LPA conducted a physical plant tour at ar ound 10:30a.m., in terviewed three (03) staff and nine (09) residents from around 12:00p.m.– 2:00p.m. During the physical plant tour, LPA selected four (04) rooms at random and observed an average response time of six (06) minutes. During interviews with staff, all staff stated they respond to calls within five (05) minutes average and never ignore them. During interviews with residents, all resident stated staff respond to call buttons within five (05) to ten (10) minutes.

Based on observations and interviews, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time.

--- Staff did not assist resident with obtaining medical care.

It was alleged that staff say they are busy or do not have time when resident asked for help with scheduling a doctor's appointment . To investigate the allegation LPA interviewed three (03) staff and nine (09) residents from around 12:00p.m.– 2:00p.m. During interviews with staff, all staff they always assist residents with scheduling appointments and do not refuse assistance to anyone. Staff #1 (S1) added, if one (01) staff is busy, then they will ask someone else to assist that resident to schedule a doctor’s appointment.