Complaint Investigation Report

Allegation: Staff are not permitting resident to receive phone calls

The details of the complaint alleged that facility staff is not allowing (C#1) to speak with their representative.

On April 15, 2025, at approximately 1:45 PM, LPA Iniguez reviewed emails sent by (C#1) to the facility administrator (A#1). In one of the emails, (C#1) expressed an apology for their representative's behavior during a phone call. LPA Iniguez observed that the facility's guidelines state that clients are permitted to make phone calls, with each call limited to 10 minutes. Additionally, LPA Iniguez reviewed the in-service training log for facility staff regarding personal rights, which was dated April 4, 2025.

On April 15, 2025, at approximately 10:00 AM, during an interview with the Administrator (A#1), he stated that (C#1) and all clients in care are allowed to receive personal phone calls. Additionally, (A#1) mentioned that the facility staff, including himself, are aware of the clients' rights.

On April 16, 2025, at approximately 4:00 PM, LPA Iniguez spoke with (C#1) by telephone. LPA Iniguez explained the purpose of the call to (C#1). (C#1) stated that they are in good standing with the facility and do not wish to continue the conversation. LPA Iniguez then ended the call.

On April 15, 2025, at approximately 10:00 AM, interviews were conducted with clients (C#2 through C#8). Of these clients, (7) out of (8) stated that they can make and receive personal phone calls at the facility. Additionally, (7) out of (8) clients stated that the facility staff are trained regarding their rights.

On April 15, 2025, at approximately 10:30 AM, interviews were conducted with two facility staff members (S#1 and S#2). Both staff members confirmed that the facility allows client (C#1) and all other residents to make and receive phone calls. Additionally, both staff members stated that they are aware of the personal rights of the clients in their care.