Complaint Investigation Report

Investigation revealed the following: Regarding allegation, Staff retaliated against a resident while in care, it is alleged that facility staff retaliate against clients in care when they suspect that a client has filed a complaint. Interviews conducted with facility staff revealed that facility staff do not retaliate against clients in care. Staff stated that they are aware that it is a client's right to file a complaint if they feel that they have to and if they have any concerns regarding the facility and/ or facility staff. Staff indicated that they are aware of their responsibility as a mandated reporter regarding making reports if they witness or are aware of any verbal and/ or physical abuse happening in the facility. Interviews conducted with 15 out of 16 facility clients stated that facility staff do not retaliate against clients if they believe that a client is calling in complaints. They also stated that facility staff are respectful and are very helpful. 10 out of 16 clients stated that they are aware that they can call in any concerns to Community Care Licensing Division (CCLD) and stated that they can also let their case worker know if they have any concerns regarding the facility and/ or facility staff. During the time of the visit, LPA did not observe staff speaking inappropriately to clients. Based on statements gathered from interviews conducted with staff and clients there was not enough supportive evidence to concur with the reported allegation.

For allegation, Staff are not taking universal precautions while providing assistance, it is alleged that facility staff do not wear masks or gloves when serving food and when distributing medication. Interviews conducted with facility staff revealed that facility staff wear masks and gloves when cleaning client rooms, serving food and when distributing medications to facility clients. Kitchen staff stated that they wear gloves at all times when handling food as well as when they are serving food to the clients. Facility staff also stated that they wash their hands as needed as well as sanitize their hands. Interviews conducted with 13 out of 16 facility clients stated that facility staff wear masks and gloves when serving food and distributing medications to clients. 1 client stated that they have not seen staff wear masks or gloves when serving food or when distributing medications. 1 client stated that they do not pay attention and do not care too much if staff are wearing masks or gloves when serving food or distributing medications. During the time of the visit, LPA observed kitchen staff wearing masks and gloves when serving and handling food. LPA also observed staff wearing masks and gloves when distributing medications to facility clients. Based on statements gathered from interviews conducted with staff and clients, as well as LPA observations there was not enough supportive evidence to concur with the reported allegation.