Complaint Investigation Report

Regarding allegation, Staff did not provide safe environment for client, it was alleged that staff screaming into the speaker. That loudness is “painful” to client ears.

Interviewed staff denied the allegation. They stated that staff never screaming into speaker and speaker volume is not too loud to the point that it will be painful to clients ears. Staff stated that there is only one client that continuously makes complaints about the intercom speaker volume. They stated that speaker volume adjusted to the point that clients can hear all announcements. Staff use the speaker to make sure that clients are taking their medications, inform them of their meals or they have a phone calls or visitors. Staff also stated that there are clients that complaints about volume of speaker being low, and they cannot hear their names when staff called them for medications or for meals. (13) out of (14) Interviewed clients stated that they don't have any concerns about the volume of the intercom system, and it does not cause them any pain. Also, they stated that staff not screaming into speaker. (1) client stated that volume has to be loud enough for everyone to hear announcements. (1) out of (14) clients stated that staff screaming into speaker and volume of the speaker cause pain in their ears. At the time of visit there were a few announcements at the facility and LPA did not observe that staff screaming 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.