Complaint Investigation Report

Regarding the allegation “Staff do not provide proper transportation assistance to resident's medical appointments” it was alleged R1 has been late to and left at dialysis appointments. Interview with R1 revealed they had switched health insurance providers which limited their transportation options. R1 required transportation to and from dialysis appointments which were scheduled between 12:00 p.m. to approximately 3:00 p.m. When the facility transported R1 to their dialysis, there were “three (03) to four (04) times” when R1 was “stranded” there until 4:00 p.m. or 4:30 p.m. Interview with the former ED at 11:30 a.m. on 12/21/23 revealed the facility could not exactly fit R1’s schedule due to other residents who required transportation. In total, the facility missed one (01) of R1’s appointment’s. The previous ED spoke with R1’s dialysis agency to coordinate future visits. Interview with Staff #1 (S1) at 12:00 p.m. on 12/21/23 revealed the facility pick up and drop off times “may not match” R1’s appointment times. Interview with Staff #3 (S3) at 12:30 p.m. on 12/21/23 revealed the facility shuttle would leave around 11:30 a.m. to get to R1’s noon appointment, and one (01) time, R1 was left waiting for a while. The facility shuttle went there right away when staff had found out. Interview with Staff #8 (S8) at 1:00 p.m. on 12/21/23 revealed they would drive R1 to their dialysis appointments and wait with R1 if they arrived early. At times, R1 would say they were ready, but S8 had to wait approximately to thirty (30) minutes for R1’s blood to clot. S8 stated there was one (01) occasion when R1 had to wait to be picked up due to other residents requiring transportation. Based on interviews, the facility did not provide proper transportation to at least one (01) of R1’s dialysis appointments. Therefore, the allegation is deemed SUBSTANTIATED at this time. A deficiency is cited on the corresponding LIC 9099-D page.

No immediate health and safety risks were observed during today’s visit.

Exit interview conducted. Appeal rights discussed. Copy of report provided.