Complaint Investigation Report

Allegation: Staff did not respond to residents’ requests for assistance in a timely manner.

The details of the complaint alleged that facility took a long time to tend to (R#2)’s call.

On May 21, 2025, at approximately 4:00 PM, during a records review, LPA Iniguez observed the Resident Incident Details Report for the period from April 1, 2025, to May 22, 2025. It was noted that in room 303, where (R#1 and R#2) reside, the maximum time recorded for facility staff response was 3 hours and 53 minutes on May 15, 2025, at approximately 6:58 AM. Additionally, on May 7, 2025, the time recorded was 1 hour and 43 minutes at approximately 8:28 AM. Furthermore, LPA Iniguez found that in room 304, the response time for facility staff was 2 hours and 50 minutes on April 10, 2025, at approximately 7:24 AM, and 1 hour and 6 minutes on May 6, 2025, at approximately 6:31 AM to clear the alarm.

On May 21, 2025, at approximately 10:00 AM, during an interview with the Administrator (A#1), she stated that the facility has a pull system, and the facility staff can hear who and where that alarm is coming from. Also, (A#1) stated that it takes approximately 10 minutes to tend to when a resident pulls the alarm. However, (A#1) stated that there have been times when facility staff take longer than 10 minutes to tend to the resident's alarm.

On May 21, 2025, at approximately 1:00 PM, during interviews with residents (R#1-R#7), (6) out of (7) stated that they had used the pull alarm system and noticed that the facility staff took longer than 10 minutes to come and assist them.