Complaint Investigation Report

During interviews with the clients, sixteen (16) out of seventeen (17) interviewed did not corroborate the allegation. One of the clients interviewed stated that staff always knock on their door and announcing themselves before entering their rooms. Another client interviewed stated that they staff have never entered their room without permission. During interviews with the staff, none of them corroborated the allegation. S3 stated that they did knock on C1's door before entering their room and announced themselves before entering, however C1 was playing music loudly so they probably did not hear them when they entered. Another staff member interviewed stated that all staff are required to knock on the clients bedrooms doors and ask to enter before entering their rooms, and on this occasion S3 did knock on the door of C1 before entering their room.

In regards to the allegation that " Staff did not ensure that resident room was cleaned," it is alleged that S3 did not clean the room of C1 after entering it. During interviews with the clients, fifteen (15) out of seventeen (17) interviewed did not corroborate the allegation. One of the clients interviewed stated that the staff do clean their room and that they clean it regularly. Another client interviewed stated that the housekeepers do a good job of cleaning their rooms and do it when they are supposed to. During interviews with staff, none of them corroborated the allegation. S3 stated that C1 did not allow them to do any cleaning once they were in their room because they were upset, and so S3 told C1 that they will proceed to clean the other rooms in the facility. Another staff member stated that if a client refuses to have their room clean or doesn't want a staff member in their room, then the staff will not conduct a full cleaning as it might trigger the clients and escalate the situation even further.

Based on statements and interviews conducted with staff, clients, review of client files and facility file records, there was not enough supportive evidence to concur with the reported allegations. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are UNSUBSTANTIATED .

Exit interview held, and a copy of this report was provided.