Complaint Investigation Report

Regarding the allegation: Staff does not answer resident's call button in a timely manner. It was alleged that staff have not responded to R1’s call button and have left them waiting for an excessive amount of time. To investigate the allegation, LPAs conducted interviews with nine (9) residents and five (5) staff members. Interviews with six (6) of the nine (9) residents stated they have used their call-button and have had no issues with staff not responding. LPA’s interviews with R4, R7 and R10 revealed that they have not had to use their call-button, as of yet. LPA’s interview with R1 (who was observed to be alert at the time of the visit) revealed that when they ask for help from staff, they do come and it takes them, “10 to 15 minutes” to arrive. LPA’s interview with all five (5) staff members stated that staff respond to residents’ call alerts in a timely manner. During LPAs physical plant tour, LPAs pressed on R1’s pendant where staff were observed to arrive promptly.

Based on interviews and observations there is not enough information to verify the allegation, therefore the allegation is UNSUBSTANTIATED at this time.

Regarding the allegation: Staff does not allow resident access to call button. It was alleged that R1’s call button was kept inaccessible from them by staff. To investigate the allegation, LPAs conducted interviews with seven (7) residents and five (5) staff members. LPA’s interviews with all residents revealed that they have access to their call-buttons. LPA’s interview with four (4) of the five (5) staff members confirmed that they have not kept residents’ call-buttons inaccessible nor have they witnessed that to be done. During LPA’s physical plant tour, LPAs observed R1 to be wearing their portable call pendant around their neck to which they then pressed to call for help from staff. However, LPAs witnessed R1’s call-button cord to appear tangled and knotted. LPAs questioned S7 as to why R1’s cord was tangled to which they could not provide an answer and were unsure of themselves. LPA Segovia’s record review of R1’s staff shift notes, documented R1 was visited on 3/26/2025 by Sheriff, Alejandro. Documentation revealed Sheriff Alejandro stating R1 had their pendant on their person.

Based on interviews and observations, the allegation may have occurred, however there is not a preponderance of evidence to prove the alleged allegation did or did not occur, therefore the allegation is UNSUBSTANTIATED at this time.