Complaint Investigation Report

On 04/28/2025, LPA interviewed Witness #1 (W1) over the phone.

On 05/05/2025, LPA interviewed Witness #2 (W2) and Witness #3 (W3) over the phone.

On 05/07/2025, LPA interviewed Client #1 (C1) to Client #6 (C6), Witness #4 (W4) to Witness #6 (W6) over the phone.

The investigation revealed the following: in regards to the allegation “Staff refused clients responsible party entry to the facility.” It is alleged that visitor visits C1 on a weekly basis and the staff typically don't allow the visitor to come inside the facility or see C1’s room and only been inside the home 2 times. On another occasion, the staff refused the visitor entry and had to wait outside. All the staff interviewed denied the allegation. W1 to W3 denied the allegation stating staff allow them to enter the facility when they visit. W6 denied the allegation. C1 to C4 all denied the allegation and stated that their families are allowed to enter the facility. C5 and C6 both answered that they have no visitors that come to the facility. There’s not enough evidence to substantiate.

Allegation: “Staff did not ensure clients health care needs were met in a timely manner.” It is alleged that C1 did not seek treatment in a timely manner when C1 had an ear infection. All staff interviewed denied the allegation. W1 to W3, and W6 interviewed denied the allegation. Admin indicated that C1 first met with the physician on 07/07/2023 and C1 had concerns about the ear infection on 08/01/2023 in which a referral was made. LPA received confirmation from C1’s physician office over the phone on the day of the visit. Based on an interview with W5 over the phone, W5 which also indicated that based on C1’s insurance accepted the only ENT doctor that scheduling an initial appointment takes at least five to six months. W5 stated that a consultation appointment was scheduled on 04/17/2024 and the ear infection was resolved on 05/07/2024. A follow up appointment was scheduled on 05/06/2025 in which C1 attended and there was no issues noted. W6 also stated that C1’s primary contact is informed about C1’s condition via email and phone call and C1’s primary contact has been invited to monthly meetings to discuss about C1. C2 to C6 denied the allegation and stated that staff provides medical assistance immediately and provides transportation to doctor appointments. There is not enough evidence to substantiate.