Complaint Investigation Report

In regards to the allegation that " Clients not accorded dignity in relationships with staff," it is alleged that S4 deliberately turns up the volume of the facility's intercom system and shouts into it when addressing the clients. During interviews with the clients, ten (10) out of fourteen (14) clients interviewed did not corroborate the allegation that staff have been shouting at clients over the intercom system. One client interviewed believes that they facility staff should turn up the volume of the intercom system a little bit rather than lower it. Another client interviewed stated that the intercom system's volume is adequate and does not need to be adjusted. During interviews with the staff, none of them corroborated that they should at residents through the intercom system. During an interview with S4, they stated that they do not touch or adjust the volume of the intercom system, and that they do not shout at residents through the intercom. During interview with S3, they stated that they are in control of the intercom system's volume, and they stated that it is always set at a certain volume and that they never change it.

In regards to the allegation that " Staff served contaminated beverages to clients in care," it is alleged that C1 was served a glass of milk that had a hair in it. During interviews with the clients, thirteen (13) out of sixteen (16) did not corroborate the allegation that they have been served contaminated beverages in the past. One of the clients interviewed explained that they have never had any issues with the beverages that have been served by the kitchen staff, and that they have never found any contaminants in their beverages. Another client interviewed stated that "everything is fine" with the beverages that are served by the kitchen staff. During interviews with the facility staff, none of them corroborated the allegation that any contaminated beverages have been served to the clients. LPAs interviewed S5, the cooking supervisor for the facility, and they stated that the kitchen staff make sure to wear hair mats when cooking, and wear gloves when handling and serving food to the clients to ensure that no beverages get contaminated with hair or any other substances. S5 stated that they have never seen any client's beverage become contaminated with a hair, however if it were they would serve the client a new beverage. During a tour of the facility's kitchen, LPAs found a sufficient supply of milk and juice in the facility, and the juices served to clients did not appear to be contaminated with hair or any other substances.