Complaint Investigation Report

T he complaint details that the facility is malodorous. It is reported that the facility has a strong and pervasive unpleasant odor noticeable in the hallway and throughout the facility. No further details have been provided on this matter.

On August 20, 2025, between 11:30 AM and 02:30 PM, the Department interviewed residents identified as Resident #1 through Resident #8 (R1-R8). Six (6) out of the eight (8) residents could not support this claim. (R1-R6) reported that they had never experienced any unpleasant odors while receiving care at this facility. (R7-R9) mentioned that they have encountered an unpleasant smell, but it occurs only occasionally and is promptly addressed. Overall, (R1-R8) expressed general satisfaction with the facility's condition, providing positive feedback. They appreciate the cleanliness of the facility and indicated that they would report any issues to the staff if they arose.

On August 20, 2025, between 10:00 AM and 11:15 AM, the Department interviewed staff members identified as Staff #1 through Staff #5 (S1-S5). Three (3) out of the five (5) staff members are not able to corroborate this claim. No one reported this issue, nor were they made aware that it was a concern, according to (S1-S5). (S4-S5) indicated that unpleasant odors have been noticed in the hallways of the memory care unit after residents after meals. They mentioned that these odors are not constant; they vary over time and usually occur only after mealtimes, particularly when residents are being assisted with incontinence care. According to (S5), there is no shortage of staff to assist with incontinence care. The facility has three caregivers for the morning shift, four caregivers for the afternoon shift, and three for the evening shift to assist with incontinence care. (S3) stated that housekeeping staff are responsible for managing a total of 10 rooms daily, as well as common areas. Ensuring that no malodorous odors are present is a crucial aspect of the housekeeping duties.

The Department inspected the facility on August 20 and 21, 2025. The inspection covered three floors of assisted living and memory care units, focusing on the maintenance and cleanliness of the environment. The facility was free of any unpleasant odors, and both housekeeping and maintenance staff were observed actively engaged in their responsibilities.