Complaint Investigation Report

Allegation: Staff are touching residents inappropriately while changing resident.

The complaint alleges that the staff did not engage appropriately when changing Resident #1 (R1). It is reported that (R1) is incontinent and requires assistance with diaper changes from staff members. Staff #1 (S1) and Staff #2 (S2) are currently assisting (R1) with personal care, which includes handling sensitive private areas during the changing process. Reports indicate that (R1) has informed management about the situation, yet there have been no consequences for the staff involved. (R1) is reported is not in imminent danger. No further information regarding this situation was provided.

On October 13, 2025, between 08:45 AM and 09:10 AM, the Department interviewed resident member identified as Resident #1 (R1). (R1) remarked that (R1) was a resident at ARW Home Care Inc for only six weeks and voluntarily terminated residency after (R1’s) hospitalization at Kaiser Permanente hospital on October 8, 2025. (R1) stated to have been admitted to the hospital due to shortness of breath and a persistent cough. (R1) expressed that Staff #1 (S1) and Staff #2 (S2) performed procedures that involved the private area. (R1) shared that this experience was uncomfortable for (R1), and (R1) was uncertain about the duration of the procedure. When (R1) communicated the discomfort to the staff, (R1) was reassured that it was not painful. (R1) noted that (R1) had understood that the procedure was a part of her cleaning regimen; however, (R1) still felt that the process caused (R1) discomfort. (R1) could not obtain additional details about incidents due to the frequent omission of dates and times from this procedure.

On October 15, 2025, between 09:45 AM and 10:30 AM, the Department interviewed resident members identified as Resident #2 through Resident #4 (R2-R4). Three (3) out of three (3) resident members could not validate this claim. Residents (R2-R4) all specified a need for assistance with incontinence care and expressed that the staff were respectful and professional in their treatment. (R2-R4) denied that any staff member had handled them inappropriately. Resident #5 (R5) was unavailable for an interview.

On October 14, 2025, and October 15, 2025, between 10:35 AM and 01:30 PM, the Department interviewed staff members identified as Staff #1 through Staff #6 (S1-S6). Six (6) out of six (6) staff members could not support this claim. (S1-S4) denied engagement with (R1) in any inappropriate manner. (S1-S4) reported that residents are treated with dignity and respect.