Complaint Investigation Report

Allegation: Staff do not answer phone calls in a timely manner.

It is being reported that calls go unanswered to the facility during the evening hours despite numerous attempts. During the interview with the Administrator, 2/25/26, she indicated that staff promptly handles all incoming calls. Per interview, 2/25/26, S3 stated if the direct lines to the facility go unanswered, families sometimes utilize personal contact numbers of the staff, and staff return calls at their earliest convenience. Per S3, if they are working with a client, they can’t return calls until they are done with the client.

LPA interviewed staff 1 – staff 3 (S-1 – S-3). Of those interviewed 3 out of 3 denied the allegation. LPA interviewed resident 1 – resident 5 (R1 – R5). Of those who interviewed 3 out of 5 denied the allegation. Two neither confirmed nor denied the allegation.

Based on information gathered, LPA did not find sufficient evidence to support the allegation “Staff do not answer phone calls in a timely manner,” therefore, the allegation is unsubstantiated.

Allegation: Staff are not ensuring to meet the residents’ needs in a timely manner.

It is being reported that a resident needed assistance in the facility and the staff weren’t responding when he pressed the call bell. Per interview, 2/25/26, S3 stated that once he’s completed working with the current resident, he checks in with the other residents to offer support. Per interview, 2/25/26, R4 stated at times the staff informs her they are working with another resident. I understand that I’m not the only one that needs assistance, and I’m happy to wait. I don’t have to wait too long.

LPA interviewed staff 1 – staff 3 (S-1 – S-3). Of those interviewed 3 out of 3 denied the allegation. LPA interviewed resident 1 – resident 5 (R1 – R5). Of those who interviewed 4 out of 5 denied the allegation. One resident confirmed the allegation.

Based on information gathered, LPA did not find sufficient evidence to support the allegation “Staff are not ensuring to meet the residents’ needs in a timely manner,” therefore, the allegation is unsubstantiated.