Complaint Investigation Report

Administrator DeVera and Staff deny threatening clients if they speak to Licensing. They stated clients have the right to speak to anyone they wish, and staff do not intrude. They allow clients to talk to Licensing Program Analysts when they visit and do not question them after. LPA interviewed 12 clients and none had been threatened by staff if they were to report things to licensing.

Allegation – Staff took photos of client without permission. The administrator and staff stated they do not take pictures of clients in their rooms or when they are misbehaving. Staff stated the only times they would take pictures of clients are for identification purposes upon admission and/or during facility events. Staff will inform them photos are being taken. All 12 of the clients interviewed have not seen staff taking pictures of them or others.

Allegation – Staff do not safeguard client’s personal property. Staff interviewed stated they recommend clients to lock their rooms whenever they leave and do not leave things unattended. Clients have their own keys to the room. The facility also has surveillance cameras and staff can review them if anyone suspects someone else going into their room to take their belongings. Clients interviewed stated they have not had any belongings missing because staff remind them to lock their rooms when they leave.

Allegation – Staff do not afford client respect in their relationship. Staff denied communicating with clients in a rude manner or harassing them. They stated they treat them with respect and talk to them calmly. Per staff, they receive training on ways to effectively communicate with clients and client rights. Staff also stated they need to speak to clients firmly and that clients may interpret that style as being rude. LPA interviewed 12 clients and 2 of them feel that some staff are rude and argumentative but not harassed. In addition, they feel staff do not take their time to listen or walk away while clients are talking to them.

Allegation – Facility plumbing is in disrepair. It was alleged that the knob for the cold water did not work and one of the clients almost got burned while taking a shower. Staff interviewed stated they will take care of anything in disrepair almost immediately. The maintenance staff indicated that if there are any issues in a client room, staff will log it down on the record book to be repaired. As for the client with the broken cold-water knob, staff stated it was fixed right away when it was reported. 11 out of the 12 clients reported that when something is broken or in disrepair, staff will fix it the same day or by the next day.