Complaint Investigation Report

The investigation revealed the following:

Regarding the allegation: "Staff interfered with the client’s ability to make confidential phone calls." It is alleged that on 01/20/2026, W1 heard a staff member yelling and demanding C1 to get off the phone due to important calls were expected to come through. All staff interviewed stated that they are aware of the clients’ rights to make and receive telephone calls, as well as the fact that C1 may use the phone at any time. However, staff indicated that C1 has noncompliance behavior, does not follow the house rules and uses the phone for an extended period. S3 confirmed that during their shift on 01/20/2026, they repeatedly instructed C1 to hang up as C1 has been on the phone for too long. S3 also confirmed that they spoke with W1 who explained that their conversation with C1 will be ending soon. C1 corroborated the allegation and stated that on 01/20/2026, C1's call was private, but S3 kept interrupting by telling C1 to hurry up and hang up. LPA attempted to interview SC at San Gabriel Pomona Regional Center, but no response received. Documents reviewed revealed that the facility does not have a specific rule about restricting the use of phone no policies implemented to ensure the phone remains available for emergencies. Therefore, there was sufficient evidence to corroborate with this allegation.

Based on statements and interviews conducted with clients and staff as well as reviewed files and documentation, the preponderance of evidence standard has been met, therefore the above allegation is found to be SUBSTANTIATED . Deficiency cited on the attached LIC 9099D.

An exit interview was conducted, and a copy of this report was provided to Akinwale 'Victor' Orunesajo , Administrator alon g with the Appeal Rights.