Complaint Investigation Report

During interviews with the Maintenance Director and the Administrator, it was shown in the facility's work order system that the most recent work order submitted for R1 and R2's room were from 3/7/2023, and therefore there was no work order submitted around the time that they requested their leaking shower head to get fixed. Additionally they explained that when a maintenance work order is received by them, it typically takes three (3) days to one (1) week to get fixed at the latest. R3 - R12 stated that they have never had any issues with maintenance when they have submitted work orders, and that their issues have been fixed in a timely manner. Five (5) out of (6) staff could not corroborate the allegation that it takes longer than one week at most to fix any type of maintenance issue in resident rooms.

In regards to the allegation "Staff speak to residents disrespectfully", it is alleged that staff have spoken down to residents in a condescending and disrespectful manner before and has caused tension between the residents and the staff. During interviews with the Administrator, she explained that neither she nor any of the other staff members of the facility have treated the residents in a disrespectful manner. The administrator states that the facility always reminds staff of their obligation to provide 5-star customer service to the residents and provide training as well to ensure that all residents are treated with dignity and respect when working with residents. R3 - R12 all stated that they have never witnessed staff being rude or disrespectful to the residents in any way, and R6 stated that that the staff provide exemplary and wonderful service to all the residents that live in the facility. Five (5) out of six (6) Staff members could not corroborate the allegation that they have ever witnessed staff speaking to residents in a rude or condescending manner.

In Regards to the allegation "Staff did not Meet Resident's Needs", it is alleged that staff have ignored the needs of residents and allowed them to wander, in particular R12 who lives in the memory care unit, and also because the grab bars that are installed in all of the resident's showers are inadequate and could potentially lead to a resident falling and thus leading to serious injury because the grab bars do not follow the American's with Disabilities Act (ADA) standards. Administrator explained that the needs of residents in the memory care unit are never ignored, and that she has conducted research with the facility's legal team who concluded the grab bars of the facility do meet the ADA standards. Interviews with R3 - R12 revealed that none of them had witnessed the needs of the memory care unit being ignored by the staff, and that they were all satisfied with the grab bars in their restroom, however R6 and R7 stated that they could foresee it being an issue with shorter residents. Five (5) out of six (6) staff members could not corroborate the allegation that the needs of memory care residents were not being met.