Complaint Investigation Report

Allegations: “Staff did not safeguard resident’s personal items” and “Resident was not accorded dignity and respect in their personal relationships with staff”

It was reported that facility staff entered Resident #1’s (R1) room without permission and subsequently rearranged and removed R1’s personal items. Interview with R1 revealed that they observed one (1) item that was moved from their closet to the bed. R1 also confirmed that no personal items were missing or removed from their room. R1 initially reported wanting staff to communicate the reason for entering their room and to explain what they were doing while completing tasks. Later, R1 then stated they did not want staff to speak or communicate with them.

Interviews with staff indicated that they treat R1 with respect and provide constant communication with R1 while performing care tasks. Staff reported that R1 keeps numerous personal items that obstruct their ability to provide direct care. When staff request to temporarily move the personal items, R1 often refuses and also declines daily housekeeping services. Staff stated they are aware that R1 does not want their belongings touched and therefore avoid doing so without permission. Staff also reported they have not observed other staff or residents entering R1’s room without their permission or knowledge.

R1’s Appraisal/Needs and Services Plan dated 05/08/2025 and Individual Service Plan dated 06/20/2025 documented that R1’s living environment must remain safe and secure, with staff conducting regular safety assessments to prevent falls. The plans indicated that direct care staff maintain a clutter-free environment by removing potential hazards such as cords and spills.