Complaint Investigation Report

The investigation revealed the following:

Allegation #2: Staff do not ensure resident has access to telephone to make and receive calls. It is alleged that staff refused to connect a caller with the resident via telephone. On 05/20/26, the department conducted interviews with S1-S5. Of those interviewed, 5 out of 5 staff denied the allegation. An interview with S1 revealed that residents are permitted to make and receive telephone calls at any time. S1 stated that residents have access to a wireless phone, the front desk phone, and the office phones for additional privacy. S1 further stated that after-hours calls are directed to a wireless phone located in the medication room, and the med-techs assist in connecting calls to residents.

On 05/20/26, the department conducted interviews with R1-R8. Of those interviewed, 8 out of 8 residents could not corroborate the allegation. 8 out of 8 residents said they are satisfied with the services provided.

During the visit, the department observed front desk staff assisting residents with telephone calls. The department observed one resident independently walking to the front area of the facility to speak on the phone.

Based on observation, interviews conducted, and a review of records, the department found no evidence to support the above allegation. The allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation occurred. Therefore, the allegation is unsubstantiated.

An exit interview was conducted and copy of the report was provided to Olivia Alvarado.