Complaint Investigation Report

Ring Doorbell Video Camera (dated 12/05/2025), Text Messages (12/01/2025--12/03/2025), and Sign-In and Sign-Out Sheet (dated 12/01/2025-12/31/2025).

On 12/29/2025, between 9:00 a.m. and 3:15 p.m., LPA Pamela Bunker conducted interviews with staff members #1–#2 (S1–S2) and residents #1–#4 (R1–R4).

The investigation revealed the following:

Allegation: Staff prevented the resident from being assessed by their healthcare provider.

LPA interviewed S1-S2. Both staff members (2 out of 2) consistently stated that the staff did not prevent the resident from being assessed by their healthcare provider. S1-S2 stated that Resident 1 (R1) has a durable Power of Attorney (POA), with one individual responsible for financial decisions and another responsible for medical decisions. S1-S2 stated that the facility has no authority or control over the resident’s healthcare or the selection of healthcare providers. Decisions regarding medical assessments are solely determined by the POA for medical decisions, not the facility. 2 out of 2 staff members stated that the R1 is able to hear and communicate. R1 has arthritis and occasionally experiences pain in her knees and legs. She is able to ambulate with the assistance of a walker. Both staff members, S1 and S2, denied the allegation.

S1 clarified that no one had hung up the telephone on anyone. Due to HIPAA regulations, S1 explained that the facility is not the Medical Power of Attorney (POA) for the resident and therefore could not discuss the resident’s medical needs. S1 stated that she advised that inquiries would need to speak with the individual holding the Medical POA and provided the appropriate contact number. S1-S2 stated that the resident has been diagnosed with dementia and is currently receiving palliative care under the hospice program. In compliance with HIPAA, they reiterated that they are not permitted to share personal or medical information regarding the resident.

S1 stated that the payment for room and board in September 2024 was 17 days late. The POA inquired whether the facility would consider working with the family to revise the late fee charges for that month. S1 stated that the late fee amount was reduced. S1 agreed to provide a one-time discount, charging $600.00 instead of the regular price of $3,000.00. The POAs accepted the adjustment and received confirmation via email dated October 29, 2024. The admission agreement specifies that room and board must be paid in advance, beginning on the first of each month and due on the same date thereafter. If the basic monthly fee is not received within three days of the due date, a late fee of $500 per day will be assessed for each day the payment remains unpaid. Payments may be made by check or cash.