Complaint Investigation Report

Allegation #1: Staff does not provide comfortable water temperature for resident(s).

The complaint details the staff allegedly failing to provide a comfortable water temperature for residents in care. Reports indicate that there is no hot water available. The common shower area fails to provide consistent hot water, and despite notifying a staff member about this issue, no actions have been taken to resolve it, and no further information has been provided.

On May 1, 2025, between 9:30 AM and 10:30 AM, the Department interviewed staff members identified as Staff #1 through Staff #5 (S1-S5). Five (5) out of the (5) staff members could not validate this allegation. (S1-S2) acknowledged since April 22, 2023, there have been some issues with the water pressure due to one of the boilers that operates by gas not operating correctly. (S1) notified Community Care Licensing (CCL) by submitting an incident report on April 23, 2025. (S1) provided a subsequent report to (CCL) on April 26, 2025, written notification to Residents and Families of Vista Del Mar Senior Living of Hot Water Service Disruption for the first and second floors. In the notice that it described, the HVAC contractor and Southern California Gas have been working to identify and resolve problems with the facility’s boiler system. The notice offered temporary accommodations with vacant rooms and common area shower rooms for residents affected by this problem. (S2) stated that all rooms have access to hot water because there is still one operational boiler. This boiler effectively transfers heat to the water by passing it through a pipe within the heated gas chamber. Consequently, while the water may take slightly longer to heat up, it remains universally available in every room. Utilizing two separate boilers enables a quicker heat transfer process that residents recognize. Staff member #3 (S3) stated that (S3) does not recall discussing the hot water issues with residents. Additionally, (S3) indicated that no residents have reported any concerns related to this matter.

On May 1, 2025, between 10:35 AM and 12:00 PM, the Department interviewed resident members identified as Resident #1 through Resident #10 (R1-R10). Ten (10) out of the ten (10) resident members could not corroborate this allegation. (R1-R10) have access to running hot water in their rooms. Five (5) out of the ten (10) residents acknowledged receipt of the written notification regarding alternative amenities.