Complaint Investigation Report

scream into the speaker. Interviews conducted with (4) out of (4) staff revealed that the intercom volume is not too loud to the point that it causes discomfort to facility clients or staff. Staff stated that there is only one client that continuously makes complaints about the intercom speaker volume. They stated that this client complains that their ears hurt due to the intercom speaker volume. They stated that the volume of the intercom is set and is not raised to cause any discomfort to any client and that staff do not scream into the speaker but only use it to ensure that the clients take their medications, to inform them if they have a visitor or a phone call and also to inform them of their meals. They also stated that there are some clients that complain that the volume is too low and they at times cannot hear when they are called to come get their medications, if they have a visitor or if they have a phone call. Interviews conducted with (12) out of (14) clients revealed that they do not have any concerns with the volume of the intercom system. (1) client stated that there might be some staff voices that are heard louder than others but not to the point were they are physically impacted or they experience pain in their ears. (12) out of (14) clients stated that they have never been woken up due to the volume of the intercom system or that the volume of the speakers causes them any pain. (2) out of (14) clients stated that the volume is too loud to the point that they experience pain in their ears. LPA toured the facility and observed that the intercom system announcements appeared to be at a comfortable volume and staff did not speak loud into the speaker. LPA did not observe any clients complaining or expressing any concerns or informing staff that they were in pain due to the volume of the intercom system.

Based on statements gathered from interviews conducted with staff, clients and LPA observations, 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 the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED.

Exit interview held. A copy of the report was provided to Administrator Andrew De Vera.