Complaint Investigation Report

The investigation revealed the following:

Allegation: Staff do not ensure that residents' transportation needs are being met.

On 06/03/2026, between 10:00 a.m. and 3:30 p.m., the Department interviewed Staff #1 through Staff #3 (S1–S3). All three staff members (3 out of 3) stated that the facility ensures residents' transportation needs are met. Staff reported that residents may schedule transportation services through the front desk receptionists for use of the facility van, and staff also assist residents in arranging transportation through Access Services and CalVA Car.

3 out of 3 staff members stated that residents are required to sign up in advance for transportation to medical appointments. Staff explained that once transportation requests are submitted, the front desk notifies administration, and nursing staff are also informed when transportation is needed for medical appointments to ensure proper coordination of care.

All three staff members stated that residents are not denied transportation services and denied the allegation that the facility fails to meet residents' transportation needs.

On 06/03/2026, between 1:00 p.m. and 3:30 p.m., and on 06/25/2026, between 11:00 a.m. and 12:00 p.m., the Department interviewed Residents #1 through #10 (R1–R10) regarding the above allegation. 9 out of 10 residents interviewed stated that staff ensure their transportation needs are met and reported no issues obtaining transportation to medical appointments or other scheduled destinations. 9 out of 10 residents stated that transportation services are available when requested and that staff assist them as needed.

1 out of 10 residents stated that staff is currently assisting them with obtaining transportation services through Access Services and LA Care to help meet their transportation needs. The resident did not express any concerns regarding staff’s efforts and acknowledged that staff are actively working to coordinate the necessary services.

10 out of 10 residents stated that staff follow their individual needs and service plans, and their care needs are being met. 9 out of 10 residents stated that they have not experienced any problems related to transportation. 9 out of 10 residents interviewed denied the allegation that staff fail to ensure residents’ transportation needs are being met.