Complaint Investigation Report

Allegation 2. Facility staff are unable to understand or communicate in English.

At 9:45 AM, LPA attempted to interview S1 and S2. LPA asked if the staff could provide the LPA with a staff roster or a resident roster and both staff indicated that they could not speak English. At about 10:15 AM, the LPA was then able to speak with residents at the facility. The first resident (R1)) indicated that the residents like the staff and that for the most part they are able to get their requests across to the staff. At 10:30 AM, the LPA was able to interview the administrator. The administrator indicated that he knows that this is problematic and that he has been working to get a staff member who speaks English at the property 24 hours a day.

Based on LPA observation and the administrator acknowledgement of the staff not being able to communicate effectively, this allegation is deemed substantiated.

Allegation 3. Facility does not provide a safe environment for residents in care.

At about 9:50 AM, LPA conducted a physical plant tour of the home. While touring the home, the LPA did not smell any signs of urine or other foul smells. There were no signs of immediate danger or any health and safety concerns. The LPA did observe that the staff were not following the COVID-19 protocols outlined in the facility mitigation plan that was submitted to Community Care Licensing (CCL). The LPA also observed that the staff were unable to communicate effectively in English to the residents, who all happen to be English speaking. Staff would also not be able to communicate effectively in the event of an emergency. Based on these observations and the administrators acknowledgement of these issues, this allegation is deemed substantiated.

Exit interview conducted, deficiencies cited and report issued.