Complaint Investigation Report

The investigation revealed the following: In regards to the allegation “Resident’s needs are not being met”, it was alleged that staff did not meet the needs of R1 by not assisting R1 with their showering needs in weeks, and also did not assist R1 with brushing their teeth or responding to the pendant call light system when the residents request assistance. During interviews with the residents, nine (9) out of eleven (11) interviewed did not corroborate the allegation that their needs were not being met. R3 explained that the facility staff always assists R3 with their diaper changing needs and has no issues with their needs being met, and R10 explained that the facility staff does respond to the resident’s call light system in a timely manner. During interviews with the staff, none of them corroborated the allegation that they do not meet the resident’s needs. S1 explained that caregivers of the facility spent a lot of time in R1’s room due to her needs, and that the resident received 2 showers per week, or on an as-needed basis.

In regards to the allegation that the “Administrator is unavailable”, it is alleged that the administrator of the facility Alexander Solorio is unreachable, never responds to any of the residents’ requests and blocks their calls. During interviews with the residents, eight (8) out of eleven (11) residents interviewed did not corroborate the allegation that Alex is not available to speak with and assist the residents of the facility. R2 explained that Alex is very nice, helpful, and available for the residents, and R10 explained that Alex assists R10 with scheduling transportation for doctors appointments and that the communication between them is good. During interviews with the staff, none of them corroborated the allegation that the administrator Alex is not available for the residents. S3 explained that Alex often works on the floor of the facility to assist with caregiving duties when the other staff ask for assistance. During an interview with Alex over the phone, he stated that he is very hands-on in his work with the facility, and that he also makes rounds personally to ensure the needs of all residents are being met. He states that he has an open door policy and that any resident that has questions, requests, or concerns to come talk to him, and if he is ever busy he will inform the resident of when he will become available.

In regards to the allegation that “Staff did not clean resident’s room”, it was alleged that the resident rooms were not cleaned by the staff members when they should have been. During interviews with the residents, nine (9) out of eleven (11) interviewed did not corroborate the allegation that staff do not clean their rooms. R2 explained that the housekeepers clean R2’s room every other day and also make sure to take the trash out of residents rooms if there ever is any trash visible, and R6 also stated that he gets his room cleaned by the staff and that it is done in an adequate manner.