Complaint Investigation Report

The investigation consisted of the following:

Allegation: Staff does not treat residents with dignity and respect

It was alleged that facility staff does not treat residents with dignity and respect. During breakfast time one of the younger staff workers spoke to the resident in a disrespectful manner.

On 02/19/2026 between the hours of 8:31am - 8:42am, LPA interviewed A1 regarding the allegation. A1 denied the allegation and indicated that the facility has not recently received any complaints regarding how staff speak to residents. A1 stated having no knowledge of any incidents where staff spoke to residents in a disrespectful manner. A1 mentioned if a staff member speaks disrespectfully to a resident, the facility would first arrange for a 1-on-1 meeting with staff, second talk to the resident to listen to their concern, third provide training to all staff, fourth take disciplinary action, and fifth remove the staff from that unit as a change of face.

On 02/19/2026 between the hours of 9:26am - 11:43am, LPA conducted 5 staff interviews regarding the allegation. 5 of 5 staff denied the allegation and indicated they have not received complaints from residents or their families about how staff speak to residents, are not aware of any incidents where staff spoke to residents in a disrespectful manner, and would report such incidents to the Administrator and complete an incident report.

On 02/19/2026 between the hours of 12:28pm - 2:30pm, LPA conducted 10 resident interviews regarding the allegation.

3 of 10 residents confirmed the allegation and indicated staff do not speak to them nicely all the time, staff have spoken to them in a rude or disrespectful way a few times or every once in a blue moon or staff do not treat them with respect all the time, and they have witnessed or heard staff speak rudely to other residents. Of the 3 residents who confirmed the allegation ; 1 of the residents indicated they have seen staff speak rudely to other residents. 7 of 10 residents denied the allegation and indicated staff speak to them nicely, no staff member has ever spoken to them in a rude or disrespectful way, staff treat them with respect, and they have not seen staff speak rudely to other residents.

On 02/27/2026, between the hours of 2:25pm - 2:30pm, The Department had not received nor had on file any LIC 624 Unusual Incident/Injury Report, nor any reports or notes that alleged a staff spoke to a resident in a disrespectful manner.

Unsubstantiated: Based on information gathered through interviews and record reviews, there is not enough evidence to support the allegation. 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.