Complaint Investigation Report

ALLEGATION #1: Staff did not provide resident with personal care supplies.

ALLEGATION #2: Staff did not safeguard resident's mail.

The complaint alleges that the staff failed to provide Resident #1 (R1) with personal care supplies and did not protect (R1's) mail. Reports indicate that incontinence care supplies intended for (R1) were delivered to the facility, but a staff member withheld them for several days without providing any explanation for the delay. Additionally, a staff member retrieved and opened (R1's) incoming mail and stole its contents. No further information about this situation has been provided.

On November 17, 2025, between 09:30 AM and 10:25 AM, the Department interviewed staff members identified as Staff #1 through Staff #3 (S1-S3). Three (3) of the three (3) staff members were unable to confirm the accusations. (S1-S3) stated that (R1) has not experienced any issues with receiving, tampering with, or mishandling mail or packages at the facility. According to (S1), on November 12, 2025, at around 4:00 PM, (S1) reported that three large boxes of personal supplies arrived for (R1) in the front lobby. (S1) noted that two care staff were busy helping residents, and the maintenance staff had finished their shift. (S1) informed (R1) about the delivery but mentioned there was no one available to take the packages to (R1's) room at that time. The packages were stored securely overnight in a secure storage room and scheduled for delivery the next day. (S1) claimed that on the following day, the care staff got busy and forgot to ask maintenance to deliver the packages to (R1). (R1) received packages as soon as it was discovered that they were still in the storage area. Staff members (S1-S4) reported that (R1) regularly receives monthly incontinence supplies and personal mail, all delivered on time. They stated that no staff member has tampered with, withheld, or stolen any resident's mail or packages. (S1 and S4) explained that USPS delivers mail around midday. The office staff sorts it, and it is usually sent to residents during lunch or dinner times. If a resident is not present during meals, the mail is taken to their room the same day.

On November 17, 2025, between 10:00 AM and 10:20 AM, the Department interviewed a resident identified as Resident #1 (R1). (R1) explained that (R1) panicked with anxiety when the packages were not delivered on time. (R1) recalled being informed that the packages would be stored in a secure area, but (S1) never provided a reason for the delivery delay. Despite the confusion, (R1) believes it was a misunderstanding resulting from poor communication.