Complaint Investigation Report

The investigation revealed the following:

Allegation 2: Facility staff are unable to communicate effectively with the residents

It was alleged that the resident attempted to communicate with the kitchen staff, but they do not understand her because they only speak Spanish.

On 05/12/2025 at 10:30 AM , LPA interviewed Assistant Administrator (A1), who denied the allegation , stating “Most residents here speak two to three languages. We have bilingual staff, and I also use Google Translate if needed. If there’s a barrier, we call the family or public guardian to assist.”

Between 10:30 AM – 1:40 PM , LPA interviewed 9 staff regarding the allegation: 9 of 9 staff denied the allegation and stated that staff will collaboration with bilingual coworkers to overcome language barriers and or use of translation tools such google translator to communicate with the residents as needed.

Between 9:48 AM – 2:37 PM , LPA interviewed 11 residents : 2 of 11 residents confirmed the allegation of which one of the residents expressed that staff ignored them, didn’t understand them, or failed to assist them when communication challenges arose. 8 of 11 residents denied the allegation stated that staff were helpful and compassionate, and communication was not an issue and 2 of 11 residents did not confirm or deny.

Based on information gathered, interviews, and record reviews, there is not enough evidence to support the allegation mentioned above. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore, the allegation is UNSUBSTANTIATED.