Complaint Investigation Report

The investigation revealed the following:

Allegation: Staff have not provided authorized representative a copy of residents’ file.

The complaint allegation alleges that a resident’s authorized representative has requested a copy of the residents’ rental agreement and visitor logs and have not received them.

During a record review the Department received and reviewed Residents R1 and R2 Heath Information Release Authorization, dated 03/22/2023, that states Resident’s son or daughter are authorized to receive all medical records. Additionally, the department received and reviewed R1 and R2’s California Uniform Statutory Power of Attorney dated 10/23/2017, that allows the son and daughter to act as agents with the powers in California Probate Code Sections 4400-4465. The department received and reviewed a Durable Power of Attorney dated 07/23/2024 for R1 and R2 naming their daughter and son as appointed Power-in-Fact. Additionally, LPA received and reviewed emails between Residents R1 and R2’s authorized representative and facility Staff S2, dated 08/19/2024, when the initial request for “all of their records” were made. On 08/28/2024, an email was sent to S2 following up on the status of the resident records requested. On 09/13/2024, an additional email was sent to S2 following up on the status of the resident records requested.

During interviews with Staff S1-S12, were asked if a resident’s representative requested documents regarding their resident how long does it take to process their request, four (4) out of twelve (12) stated it could take 24-hours to a week to processes that request. Additionally, Eight (8) out of twelve (12) stated they are