Complaint Investigation Report

Allegation: Staff do not allow resident to make and receive confidential phone calls.

The details of the complaint alleged that the facility staff snatched the telephone away from one of the residents.

During the records review, LPA Iniguez reviewed the following: R#1’s Admission Agreement. In section J (Visits and Communication) it is written that the facility encourages family and visitors to visit and communicate during the hours of 9:00 AM and 5:00 PM; however, A#1 stated that the phone is always available for residents to use 24/7, in case the residents don’t know how to use it a staff will help them. In addition, LPA reviewed the Statement of Residents’ Rights incorporated on the Admission Agreement a copy of Title 22 California Code of Regulations Section 87468 is add it. The number 14 speaks about residents having reasonable access to telephones to make and receive confidential calls. LPA reviewed R#1’s LIC 602A (Physician’s Report for Residential Care Facilities for the Elderly (RCFE)). The report states that R#1 is not confused or disoriented and has a mild cognitive impairment.

During the Interview with the Administrator (A#1), she stated that she knows the resident’s rights and that the staff just took a training on Relias regarding this topic. In addition, A#1 said that all residents can use the telephone in the facility at any time of the day. A staff member can assist if a resident needs help using the phone. Also, A#1 stated that all residents are allowed to have private conversations while using the telephone, and she is not aware of a staff intervening in a resident’s telephone conversation, not giving privacy to have the phone conversation, or staff taking away the phone from a resident.

During interviews with residents (R#1-R#4), 4 out of 4 stated that they know their rights as residents of an RCFE and they can access the telephone when needed. In addition, 4 out of 4 said that when using the phone, their calls are private, and no staff has ever intervened in their conversations or snatched the phone away.