Complaint Investigation Report

ALLEGATION: Resident call light is in disrepair.

I t is alleged that the call light for Resident #1 (R1) is in disrepair. For the past month, the call light has not been functioning properly on weekends. Although it has been fixed each week, it continues to work inconsistently. It is important to note that (R1) is at high risk of falling and requires a functioning call light for safety. No further details have been provided.

On July 8, 2026, between 09:50 AM and 11:30 AM, the Department interviewed resident members identified as Resident #1 through Resident #5 (R1-R5). Four (4) out of five (5) could not support this claim. (R2-R5) reported no issues or concerns regarding their call lights. They stated that when maintenance is needed, the response and repair time is timely.

(R1) stated that the call light is operational. Although it was down a couple of times, it has been repaired and is now working. (R1) mentioned that it has been functioning well for over a week and a half. (R2), who shares a room with (R1), stated that (R2) has never experienced any issues with (R2’s) call light system and that it served as a useful option for (R1) when (R1’s) call light was inoperable. However, (R2) noted that (R1) tends to pull the cord horizontally, which can cause the entire call box system to come off the wall. (R2) explained that the proper way to use the system is to pull the cord downward to avoid dislodging it.

On July 08, 2026, between 09:30 AM and 3:35 PM, the Department interviewed staff members identified as Staff #1 through Staff #3 (S1-S3). Three (3) out of three (3) staff members could not support this claim. (S1–S3) all asserted that Resident #1 (R1) has a functional call light system. (S1) indicated that (S1) became aware of the issue on July 2, 2026, when (S2) received a call about (R1's) call light system being dislodged from the wall and inoperable. (S2) reported that (S2) performed minor repairs on June 19, 2026, to (R1's) call light system, followed by a subsequent service on June 30, 2026, when the call light was found broken. There might have been one time before June 19, 2026, when it was dispatched on the walkie talkie as an urgent request and might have not been logged on the Maintenance Request Report. Services were completed on the same day. Additionally, (S2) claimed that no other service orders were placed apart from those two occasions.

(S3) was on duty on June 7, 14, 21, and 28, 2026, when concerns were raised about (R1's) call light system functioning properly.