Complaint Investigation Report

Following is a summary of the investigation finding:

Regarding allegation, “Staff are not properly trained”: Information was received that staff have no training, specifically de-escalation techniques. LPA conducted interviews with five (5) staff and reviewed three staff training records. Required staff training records observed complete. Ms. Williams explained the facility tracking system for staff training; staff training includes crisis protocols and plan for managing psychiatric and or medical illness/emergency protocols. Staff interviewed stated that prior to working with clients they complete basic training including but not limited to Crisis intervention and de-escalation techniques. Ms. Williams explained that staff due for training complete the required training on a flow basis annually. Staff interviewed confirmed receiving training according to assigned position. Records reviewed and interviews conducted revealed that staff completed required training prior to working with the clients. LPA contacted the reporting party, and no additional information was provided; no date/time of alleged incident; no names of clients or staff provided; denied to further speak with LPA about the allegations.

Based on the information obtained during the investigation, the does not have sufficient evidence to corroborate the allegation. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the above allegation “Staff are not properly trained” is deemed unsubstantiated at this time.

Regarding allegation, “Staff did not obtain appropriate medical treatment for client”: Information was received that a client (name unknown) experiencing a severe panic attack and suicidal thoughts (date unknown) requested to go to the hospital and staff were denied taking client to ER and were told to redirect client. Current facility clients and former clients interviewed did not report any issues or concerns with staff or their treatment; clients reported feeling safe and satisfied with the services provided by staff and clinical team. LPA contacted the reporting party, and no additional information was provided; no dates/time of alleged incident; no names of clients or staff provided; denied to further speak with LPA about the allegations.

Based on the information obtained during the investigation, the Department does not have sufficient evidence to corroborate the allegation. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations “Staff did not obtain appropriate medical treatment for client” is deemed unsubstantiated at this time.

Exit interview conducted. A copy of the report was provided.