Complaint Investigation Report

***** This report supersedes the original complaint investigation report dated 9/14/2022 to include additional information. Investigation findings on this report remain the same, UNSUBSTANTIATED.** ***

Regarding allegation: Staff did not communicate with resident promptly and appropriately.

It was alleged that staff will not communicate with the resident despite several attempts regarding the Social Security paperwork. An interview with the A1 revealed that she is not aware of this allegation. A1 stated that the residents’ concerns are promptly dealt with. The facility has suggestion and work order boxes that residents can use if they have concerns. Interview with A2 who denied the allegation indicated that if residents need assistance with SSI, she will do a 3-way call with the resident and SS office. A2 denied not addressing a resident promptly or appropriately and has not heard of any residents with this complaint. Interviews with staff revealed that they respond to residents’ concerns right away and have not had any complaints about the staff not responding promptly or appropriately. Staff members also stated that they deal with residents’ concerns promptly. (12) out of (17) Residents interviewed stated that staff communicate with them professionally. Other residents stated that the staff are nice, and they have no issues or concerns. LPA observed staff/ resident interactions during the visits conducted on 9/14/22 and 10/09/2023 and did not observe staff communicating inappropriately to any resident. LPA observed the interactions to be respectful. Staff interviews, resident interviews and reviewed documentation do not corroborate this allegation.

Regarding allegation: "Financial abuse." It is alleged that R1 has not received his PNI allowance in

about 7 months. It is also alleged that R1 never received his stimulus check money, and his roommate has also had this issue. Interview with A1 revealed that A2 deals with all the residents’ finances and is not aware of any financial abuse. A2 is working with R1 and assisting with his money. A2 stated that R2 manages his own SSI money/finances. A2 also stated that she is not aware of any residents who are having this issue. A2 stated that the payees are given their allowance at the beginning of the month. S3 stated that she is not aware of this allegation, has not heard anyone complain about SSI and does not deal with SSI. (15) out of (17) residents interviewed stated that they don’t have any concerns, issues, or knowledge of financial abuse in the facility. Other residents indicated that they handle their own money, or that their SSI money is handled by a family member. (4) out of (17) residents stated that their SSI money gets deposited to their personal checking account and they have no concerns. Some residents also stated that the facility gives them their monthly allowance to spend. LPA reviewed R1's SSI PNI records (Feb 2021-Oct 2021) plus (5) random SS1 PNI records (Aug 2021-Oct 2021) and LPA did not observe any discrepancies. LPA observed that R1 received his stimulus check on 4/07/2021. All the residents SSI PNI records reviewed by LPA showed the SSI funds with corresponding debit and credit entries. Staff interviews, resident interviews and reviewed documentation do not corroborate this allegation.