Complaint Investigation Report

Allegation: Staff did not pick up a client from the hospital in a timely manner.

It is alleged that staff did not pick up a client from the hospital in a timely manner. Regarding this allegation it is reported that Client #1 (C1) was taken to the hospital and was admitted for 3 days because facility refused to pick up C1 sooner. Times and dates were not provided in the report. It is also reported that Administrator and staff would not answer hospital calls to plan to pick up C1 from the hospital. Interview with Administrator revealed that C1 was admitted to the hospital on 10/10/25 on a psychiatric hold, was released on 10/13/25 and returned via ambulance to the facility, then C1 was readmitted on 10/13/25 at 11:13 pm, released on 10/14/25 at 1:19pm and picked up by staff. C1 was readmitted on 10/14/25 at 3:06 pm, released on 10/14/25 at 3:33 pm and picked up by staff. C1 was readmitted on 10/14/25 at 9:24pm released on 10/15/25 at 5:37 am and dropped off by Uber. According to Administrator, at no point was there a refusal to have C1 return to the facility as proven by C1 returning sometimes twice in a day to the hospital from the facility. Furthermore, it was stated by Administrator that C1 was returned to the facility from the hospital by either staff picking C1 up or by having the hospital arrange for C1 to be transported via ambulance and/or Uber. Administrator states that a call was made by hospital to Administrator which went answered and transportation arrangements were confirmed, Administrator denies that calls went unanswered by Administrator or staff. Interview with C1’s one on one (1:1) revealed that on 10/15/25 1:1 met with C1 at the hospital and confirmed that C1 was returned to the facility by an Uber as 1:1 also rode with C1 in the vehicle. Interview with three (3) out of (3) staff corroborated statements made by the Administrator confirming that C1 was either picked up by staff or dropped off by hospital arranged transportation, more specifically on 10/13/25 C1 was returned via ambulance, an arrangement made by the hospital upon doctors ok to discharge C1. Interview with C1 confirmed that at no time did the facility refuse to pick C1 up, C1 also confirmed that the hospital also made arrangements to drop C1 off when C1 was released on 10/13/25 and on 10/15/25. C1 states that on 10/13/25 and 10/14/25 staff picked C1 up from the hospital. Interview with two (2) additional clients revealed that at no time have they ever experienced the facility refusing to pick them up when they have needed transportation.