Complaint Investigation Report

Regarding allegation: Licensee does not ensure the facility has an administrator present a

sufficient number of hours to adequately manage facility.

It is alleged that facility operational concerns are not being addressed due to the administrator never present at the facility. Per interviews conducted with staff, (6) of (9) staff corroborated the allegation. (2) of (6) staff stated the listed administrator is present at the facility once every (2) to (3) weeks. (4) of (9) staff stated the administrator has only been present at the facility twice since the facility was licensed, on April 1, 2024. Per resident interviews, (3) of (5) residents corroborated the allegation. Residents stated to not know who the listed administrator is and stated that S2 is actually the administrator.

Regarding allegation: Staff are preventing resident from receiving telephone calls.

It is alleged that the facility is not answering the telephone during their listed hours of operations to reach residents in care. Per staff interviews, (4) of (9) staff corroborated the allegation. Staff stated that the receptionist is responsible for answering the telephones and unlocking the facility front doors at 8:00am. However, the receptionist is not always on time, so the phone calls get answered upon staff arrival. Per resident interviews, (1) of (5) residents corroborated the allegation. Residents stated the receptionist is responsible for unlocking the front doors and answering the phones at 8:00am, however the receptionist is late and this is not being done timely. R1 stated to have opened the front door for a visitor last week because they were knocking and there was no staff present at the front desk to answer it.

Based on LPA's observation and interviews, the preponderance of evidence standard has been met, therefore the above allegation is found to be Substantiated.

Per California Code of Regulations, Title 22, deficiencies were observed and will be cited on LIC9099-D.

An exit interview was conducted and a copy of this report and appeal rights were provided.