Complaint Investigation Report

Facility staff did not answer phone calls:

Regarding the above allegation: It was alleged that the facility do not answer or return phone calls. Before entering the facility, LPA called the facility main telephone line. The phone was prompted to an automated message directing to either dial an extension or reach to the receptionist. LPA dialed zero (0) to reach to the receptionist. The receptionist promptly answered the phone. Additionally, interview with Administrator also revealed that the phone calls for the Day Program directly gets routed to their work cell phone and are answered immediately. LPA tested the Day Program telephone number by calling and it was answered right away. Moreover, LPA was informed that the facility is in the process of purchasing a new cellular phone particularly for the Day Program. In addition, interviews with ten (10) clients confirmed that they or their family members never experienced any occasion of their phones not being answered. Based on information obtained through interviews and observation, this allegation is unsubstantiated at this time.

Facility staff were distracted by their personal conversations and phones and not meeting the needs of clients:

It was alleged that the facility staff is distracted by either personal conversations or phones and neglect clients in care. LPA conducted an interview with the Administrator and two (2) Day Program Directors, and one (1) Creative Arts Program Director, and was informed that they have a very strict policy for personal cell phone usage or engaging in a personal conversation while at work. Additionally, LPA was informed that the only time staff would be busy in personal conversation or on the phone is either staff's lunch break time or end of the shift. Moreover, interviews with ten (10) clients denied witnessing any staff busy with their personal conversation or phones. LPA also observed that all staff in different classrooms are present and providing care to clients without any distraction either on the phone or conversing to each other. Based on information obtained through interviews and observation, this allegation is unsubstantiated at this time.