Complaint Investigation Report

The investigation revealed the following:

Allegation: Staff do not ensure that outside vendors are not video recording/taking pictures of residents.

It was alleged that an outside vendor recorded & photographed residents without consent which was posted online. It was further alleged that facility staff failed to prevent the vendor recordings of the residents.

On 04/13/2026 between the hours of 2:40pm - 2:50pm, the department interviewed the Administrator (A1) regarding the allegation. A1 denied the allegation. A1 does not have any knowledge of outside vendors taking photos or videos of residents while on facility premises. A1 mentioned that the facility does not allow any photography unless it is pre-approved and supported by signed releases. A1 reported that outside entities are not permitted to take pictures, and the facility does not allow commercial use of any personal or vendor photography. A1 denied receiving any complaints that a vendor posted resident images or videos online without consent and that no action was taken because the facility had no knowledge of such an event occurring. A1 reported that the facility does request photography consents at move-in; however, even with consents, the facility would never allow commercial use of any photography.

On 4/13/2026 between the hours of 9:36am - 12:09pm, the Department interviewed 7 staff (S1–S7) regarding the allegation. 7 out of 7 staff denied the allegation. The staff reported they had never observed an outside vendor taking photos or videos of residents without consent. No complaints from residents nor their families regarding unauthorized recording have been and staff generally understood that recording residents is not allowed and or requires resident/family consent.

On 04/13/2026 between the hours of 10:45am - 11:47am, the Department interviewed 7 residents (R1–R7) regarding the allegation. 5 out of 7 residents denied the allegation. 2 of 7 resident did not confirm nor deny the allegation. All 7 residents were unaware of any situation involving a vendor recording residents. R1 reported that someone had taken their picture/video and stated they gave permission but did not provide additional details. R4 reported giving permission for a photo/video and stated a witnessing a visitor making another resident uncomfortable but did not want to elaborate. The remaining residents denied being recorded and denied seeing any vendors taking photos or videos. No resident reported being recorded without consent.