Complaint Investigation Report

The investigation revealed the following:

Allegation: Staff do not ensure resident's personal hygiene needs are being met.

It was alleged that facility staff do not ensure the resident's personal hygiene needs are being met. The resident stated the last time they received a bed bath from facility staff was around 2 or 3 months ago. The resident mentioned that it has been around 1 year since receiving an actual shower. It was also reported that facility staff do not assist with personal hygiene which the resident needs assistance with.

On 02/19/2026 between the hours of 8:42am - 8:49am, LPA interviewed A1 regarding the allegation. A1 denied the allegation. A1 stated the resident is scheduled to receive showers at least twice per week per the Admission Agreement , but indicated the resident often receives bed baths instead , reportedly twice a week , and that hygiene care is provided daily by direct care staff . A1 stated she does not personally assist with hygiene care , but that staff assist the resident with changing clothes, incontinence care, and brushing teeth on a daily basis . A1 acknowledged that deviations from showering may occur due to resident refusal or health-related issues (e.g., pain preventing movement) . A1 reported that the facility maintains records of bathing and hygiene care , and that staff are responsible for documenting care and reporting when hygiene supplies are low , at which point the family is notified or the facility provides items if needed .

On 02/19/2026 between the hours of 9:21am -11:38am, LPA interviewed 5 staff in regards to the allegation. 2 of 5 staff confirmed the allegation and stated Resident 1 (R1) has been refusing showers since last year and cannot remember the last time R1 received a shower. Staff stated R1 gets bed baths usually twice a week but has been refusing. 1 of 5 staff did not confirm nor deny the allegation and stated the resident gets showers 3 days a week or upon request from the resident, and last month upon being assigned to the unit where R1 resides, personal hygiene assistance would be about 3 times a week. 2 of 5 staff were unaware of the allegation and stated they work in the memory care unit and do not assist R1 with showering or personal hygiene needs. Staff mentioned the facility keeps records using communication logs and shower sheets when residents are bathed or showered, and caregivers have to sign a shower sheet and document in the Activities of Daily Living (ADL) book.

Investigation findings continue on LIC 9099-C