Complaint Investigation Report

The investigation revealed the following:

Allegation: Staff did not keep facility free of insects.

It is alleged that the facility has a roach infestation. LPA toured facility, the kitchen/dining, 1 st floor and 2 nd floor, and a total of 8 resident rooms were inspected and LPA did not observe any insects or roaches throughout the facility. LPA interviewed 6 staff and each denied the allegation, interview with S1 revealed that there is a monthly pest control that inspects and services the facility and there have been no observations of any insects or bugs at the facility. LPA interviewed 11 residents and 9 out of 11 residents denied the allegation and stated that they have not observed roaches anywhere in the facility or their rooms.

Allegation: Staff overcharged a resident in care.

It is alleged that R1 was accused of not paying rent and forced to pay their rent twice to avoid eviction. LPA reviewed R1’s file and observed that R1 is set up on an auto withdrawal and month of July 2025 was skipped but paid in August 2025, therefore, the month of August had 2 charges. LPA interviewed 6 staff and each denied the allegation, interview with S1 revealed that there was an error in the month of July 2025 where several residents including R1 did not get charged, during an audit in August the error was discovered and residents were informed and each (including R1) agreed to pay in the month of August. S1 stated since that error was found their procedure for auto payments have changed to where now instead of staff manually inputting the information to authorize the withdrawal each month, those on auto pay are now electronically on a payment plan where funds will be withdrawn automatically with no need of staff manually processing payments. LPA interviewed 11 residents and 10 of the 11 residents denied the allegation and stated that they have not had any issues with their rent and have never been over charged.

Allegation: Staff did not seek timely medical attention for resident in care.

It is alleged that R1 experienced a fall last summer and had to wait hours for medical transport. LPA reviewed R1’s file and did not observe any notes indicating R1 had a fall and file revealed that R1 is independent and fully ambulatory. LPA interviewed 6 staff and each denied the allegation and stated that staff tend to residents immediately, if staff are busy assisting another resident when a call is heard another available staff will assist or that staff will assist as soon as they are done with the resident they are working with. LPA interviewed 11 residents and 10 out of 11 residents denied the allegation and stated that they have never had any issues with getting medical attention in a timely manner.