Complaint Investigation Report

Allegation: Residents air conditioner is in disrepair. It is alleged that the air conditioner was not working properly even after staff allegedly fixed the air conditioner. All Staff (S1-S6) all deny this allegation and five (5) out of six (6) residents interviewed all deny this allegation. Resident (R2) stated” I’ve never had problems with the air conditioner or heating here. I control the temperature, if not, I would have told them and they fix it.” Staff (S2) stated “If there’s a work order for the air conditioner or heater, I go to the room and try to trouble shoot it. If we can’t fix it by trouble shooting, we will call the company that fixes our central a/c and heating to come out.” At 10:07 am, LPA and S1 toured room #117 to observe and test air conditioner/ heater. LPA observed thermostat located directly on right side of door entry to read 72 degrees F. S1 turned on air conditioner by setting desired temperature to 65 degrees F. LPA observed a green light appear on thermostat and could audible hear air being pushed through vent located direct above where LPA was standing. LPA let air conditioner run for 3 mins and could feel cold air coming down from vent above where LPA was standing. LPA observed vent dust overs directly under two (2) out of three vents. Per S1, resident R1 requested to have these installed as to “push heat up and not directly down on resident.” S1 then turned off air conditioner and ran heater for 3 mins. LPA observed a green light display on thermostat and feel heat being pushed from vent and circulating in room. LPA reviewed an invoice from December of 2021 that indicates air conditioner/heater was replaced in room #117 and in January of 2023, a control board was replaced in this accommodation. LPA reviewed work order logs for room #117 from 11/2022 till 02/2023, indicated most request for air conditioning/ heating service, were due to user error.

Allegation: Staff is not serving food in a timely manner. It is alleged staff brings out meals late for dinner service. Six (6) out of six (6) staff interviewed deny this allegation. Five (5) out of (5) residents interviewed deny this allegation. Staff S1 stated “All our food is cooked to order. We sit them down and they wait for a few minutes and sometimes that’s too long for them. We are currently working on a POS system that will eliminate taking orders by hand. Staff will take orders on a tablet, and they will go directly to the kitchen. We are currently training staff on how to use it and it should be rolled out by March 2023.” Resident R3 stated “When I order my food in the dining hall, they bring it pretty fast. Sometimes I wait but that is like any restaurant. I like the food. It taste pretty good.” LPA observed the dining hall around 9:46 am. LPA observed two (2) servers taking food orders and one (1) host during this time. LPA observed a nearby resident order breakfast from menu and observed a server bring out breakfast dish within 8 minutes.