Complaint Investigation Report

Allegation: Facilities intercom system is too loud causing discomfort to clients. It is alleged that the intercom speaker’s volume is too loud and when staff speak on the intercom they scream, which is causing resident(s) to be in pain and making their ears hurt. It was reported that on Saturday 2/10/2024, staff (S6) turned up the volume in the intercom system, and as a result caused resident (R1) to lose control and break furniture. Based on file review, resident (R1) is a resident with a mental health condition that includes auditory problems. A total of 16 residents were interviewed, of which two (2) residents stated that the intercom speakers are too loud all day long. All staff interviewed denied the allegation and stated that R1 has known history of auditory sensitivity problems. Staff stated that the intercom system volume ranges between 1-10, and it is presently at level 2 in order to accommodate R1's needs. However, the speakers volume cannot be lowered any further, because it can pose a health and safety hazard to residents in case of an emergency. LPA checked the intercom system speakers in all areas of the building, including the area closest to R1's room and determined the sound volume is within a reasonable volume level. The facility has intercom speakers in common areas and building hallways. Per record review of Physician records, the findings indicate that R1 has bilateral tubes in ears and impaired insight and judgement, which is likely causing auditory processing issues. It was recommended that the facility obtain a specialist referral to an ENT Physician for an evaluation. There is insufficient evidence to corroborate the 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.

An exit interview was conducted with Andrew DeVera. A copy of the report was issued.