Complaint Investigation Report

Nine (9) out of ten (10) residents could not corroborate with the allegation. It revealed that residents have resident meetings regarding any issues and those issues can be sent to the facility management directly. Posters with the contact information for filing complaint are posted on the wall at the lobby entrance. Per staff interviews, seven (7) out of seven (7) staff interviewed could not corroborate with the allegation. Administrator would provide the corporate office’s contact information to residents when residents request it. In addition, posters with the contact information of Ombudsman and Licensing are posted in the entrance where residents can file a complaint. Per observation, posters with contact information for filing complaints are displayed at the lobby entrance where residents can easily see them. Each poster is in a size of 2.5ft (H) x 1.5ft (W). Therefore, the contact information on filing a complaint is available and posted in the facility’s public area.

In regards of facility staff do not ensure residents care plan is being followed, it is alleged that staff do not follow resident’s care plan when providing care assistance to residents. Per resident interviews, one (1) out of ten (10) residents interviewed stated the staff did not follow resident’s care plan when providing care to resident. Nine (9) out of ten (10) residents could not corroborate with the allegation. It revealed that residents receive care as stated on their care plan and as needed. Per staff interviews, seven (7) out of seven (7) staff interviewed could not corroborate with the allegation. The Administrator and staff stated they followed residents’ care plans when providing care assistance to residents. Thus, staff follow residents’ care plans when providing care to residents.

In regards of facility staff do not respond to call signal system for resident in care, it is alleged staff did not respond to residents’ calls while in care. Per resident interviews, four (4) out of ten (10) residents interviewed stated the staff did not respond to their calls on a timely basis. Six (6) out of ten (10) residents interviewed could not corroborate with the allegation. Residents stated staff responded to their call within 10 minutes. Per staff interview, all seven (7) staff interviewed could not corroborate with the allegation. The Administrator stated all call systems are working. As staff indicated, the front office would inform caregivers or housekeepers to go to a resident’s room when a resident presses the call button. Front offices use walkie talkies to communicate with staff. The respond time would not be more than five (5) minutes and staff would always respond to residents’ calls. LPA conducted a random signal system test during today’s visit. LPA tested the signal system in multiple rooms. Staff responded to the calls within a minutes and staff arrived at the residents’ rooms in less than ten (10) minutes. Therefore, staff would respond to residents’ calls.