Complaint Investigation Report

Regarding the allegation: Facility administrator yells at clients

The investigation revealed the following: LPA interviewed six (6) staff (S1-6) and all of them denied the allegation. LPA attempted to call two (2) other staff (S7-8)) three times (3x) but was unable to return LPA's telephone calls. S1 stated that she does not yell at clients or the staff. S1 stated that she talks with a loud voice and she speaks with a firm tone so she can re-direct the clients' behaviors. S1 stated that the facility has 2 clients (C1-2) who needed to be spoken with in a firm way otherwise they will not listen. S1 stated that C1-2 are perseverating at times and if they do not get what they want, they break things, or their behavior will erupt. S1 indicated that her voice can be loud, but she was not yelling, instead it was her way to emphasize the message to the clients. S1 indicated that when she speaks in a firm voice to C1-2, that she gets positive result in re-directing their behaviors. S1 also stated that she treats the clients, as well as the staff with dignity and respect. LPA interviewed S2-S5 who all denied the allegation. All of them stated that they never heard or seen S1 yell at clients. S2-S5 also indicated that they are all being treated with respect and dignity by S1 and don't have any issues. S2 indicated that S1's voice gets louder at times, but it was because the clients cannot hear her. S2 indicated that S1 had to speak louder so clients can hear and follow her. S2 stated he does not take it as S1 yelling. LPA interviewed S6 who indicated that she heard S1 yelled at clients. S6 indicated she does not like how S1 treats and handles the clients. S6 indicated that she has Administrator license too and knows the regulations. S6 stated that she left and came back to work at the facility again because S1 called and begged her to come back to work. LPA also attempted to interview three (3) clients (C1-3) but cannot communicate due to cognitive impairment. One client (C4) indicated that he did not hear or have seen S1 yell at clients. C4 indicated he is happy living in the facility. LPA reviewed client files, ID notes/Daily log notes and incident reports filed but no evidence could be found. LPA was unable to corroborate allegation.

Based on statements, record reviews and interviews conducted with staff and clients, there was not enough supportive evidence to concur with the reported allegation.

Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the alleged violation did nor did not occur, therefore, the allegation is UNSUBSTANTIATED.

Exit interview conducted, a copy of the report was provided to the Administrator, Herminia DelaCruz.