Complaint Investigation Report

During interviews with the clients, thirteen (13) out of seventeen (17) interviewed did not corroborate the allegation that they have been yelled at by staff in the past. Some clients interviewed indicated that staff have given them attitude when speaking to them or raised their voice at them in the past, however most clients stated that they have never been yelled at before and have never had any issues with the staff in the facility. During interviews with the staff, none of them corroborated the allegation that staff have yelled at clients in the facility before. S3 stated that C1 has made several allegations that they have raised their voice against C1 in the past, however this is not true and S3 stated they have never yelled at any of the clients in the facility. All other staff stated that they have never seen S3 nor any other staff yelling at clients in the facility.

In regards to the allegation that "Facility has bed bugs," it is alleged that the facility has had an issue with bed bugs being present in the client bedrooms. During interviews with the clients, fourteen (14) out of seventeen (17) interviewed did not corroborate the allegation that the facility has an issue with bed bugs. One of the clients interviewed stated that while the facility has had bedbugs infest some rooms in the facility in the past, the facility works with a pest control company that sprays affected rooms in order to address the issue. Another client stated that some of the clients have issues with hygiene and bring bedbugs into the facility which causes them to reappear in rooms, leading to the need for additional services from pest control, however the facility has been adequate in addressing issues with bedbugs when they arise. During interviews with staff, none of them corroborate the allegation that the facility currently has an issue with bedbugs. One of the staff interviewed stated that whenever they receive a complaint from a client that their room has an issue with bedbugs, they make sure to identify the rooms of concern and contact their pest control company to service the affect rooms. LPA reviewed the service log from the pest control company and observed that they had most recently serviced the facility on the dates 3/15/2024, 2/29/2024, and 2/23/2024 during which they serviced different units and areas of the facility. LPA toured nine (9) of the client bedrooms and checked for bedbugs around the headboard and mattresses of the clients beds, however LPA did not observe any bedbugs present within any of the rooms.

In regards to the allegation that the "Facility's intercom system is too loud," it is alleged that the intercom system's speaker is too loud and that it hurts the ears of the clients in the facility. During interviews with the clients, sixteen (16) out of seventeen (17) did not corroborate that the facility's intercom system is too loud. Nearly all of the clients interviewed stated that they have no issues with the volume of the facility's intercom system.