Complaint Investigation Report

In regard to allegation: staff do not allow residents to use the facility telephone, it was alleged that client was not allowed using the facility telephone to make phone calls. Per client interviews, one (1) out of four (4) clients stated staff did not allow client to use facility phone. Three (3) out of four (4) clients could not corroborate the allegation. Client interview revealed that clients could use facility phone to make phone calls. Per staff interviews, two (2) out of two (2) staff denied the allegation. Staff interviews revealed that facility phone was available for all clients' use. LPA observed that clients were allowed to use facility phone to make calls. Thus, clients were allowed to use facility telephone.

In regard to allegation: staff do not provide residents with personal care items, it was alleged that staff did not provide clients with toilet paper or soap. Per client interviews, one (1) out of four (4) clients stated there were no toilet paper or soap provided at the facility. Three (3) out of four (4) clients could not corroborate the allegation. Client interview revealed that clients were provided with toilet papers / soaps and had no restriction on using them. Client who purchased client's own hygiene supply due to personal preference. Per staff interviews, all staff denied the allegation. Staff interview revealed staff would provide clients with toilet papers and soaps all time. Additional hygiene supplies would provide to clients when needed. LPA observed that clients’ bathroom had toilet paper/soaps in the bathroom. Additional toilet papers, soaps and hygiene supplies were observed and available for clients’ use.

In regard to allegation: staff do not ensure that residents' dietary needs are met, it was alleged that staff did not serve clients with snacks between meals. Per client interviews, one (1) out of four (4) clients stated there were no snacks provided to clients during the day. Three (3) out of four (4) clients could not corroborate the allegation. Client interview revealed that clients had snacks between meals. Per staff interviews, all staff denied the allegation. Staff interview revealed that staff provide snacks, such as cookies, cakes and juices to clients during the day. Per observation, snacks were provided to clients around 3pm. Snacks included bread, juice, cakes, and cookies. LPA conducted physical plant and reviewed food supplies. LPA observed snacks and beverages, such as cookies, crackers, soda, coffee, fruit juice, and milk. Therefore, snacks were provided to clients to meet their dietary needs.