Complaint Investigation Report

Interview with the administrator at 2:30 p.m. on 11/19/25 revealed staff respond to call button requests within ten (10) minutes. Residents are also told to call the front desk if staff have not arrived. LPA and R1 tested their call button at 11:39 a.m. on 11/19/25. Staff responded within six (06) minutes by 11:45 a.m. LPA conducted two (02) more call button tests in Rooms 251 and 253 at 12:30 p.m. and 12:45 p.m. on 11/19/25. Staff responded to the calls within ten (10) minutes. Interview with a receptionist, Staff #1 (S1) at 2:00 p.m. on 11/19/25 revealed they receive all call button requests at the front desk. S1 calls for caregivers on the walkie talkie and relays the room number. Staff usually respond within five (05) minutes. S1 has assisted R1 over the phone as well. Interview with a caregiver, Staff #2 (S2) at 9:30 a.m. on 12/02/25 confirmed they respond to call button requests within fifteen (15) minutes. Interviews with nine (09) out of thirteen (13) residents revealed staff respond to call button requests in a timely manner. Record review of the November 2025 call button logs revealed no residents waited longer than fifteen (15) minutes for staff responses. Based on observations, interviews, and record review, staff respond to call lights in a timely manner. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

Regarding the allegation "Staff is serving food that is not of quality to residents in care" it was alleged the facility served dry and low-quality food. Interviews with nine (09) out of thirteen (13) residents revealed they have no problem with the quality of food served. Record review of the most recent dietitian report revealed “meal quality and appearance” were sufficient. LPA’s observations of the kitchen at 1:30 p.m. on 11/19/25 and resident meals at 2:00 p.m. on 12/04/25 and at 12:00 p.m. on 02/18/26 revealed the facility served food of sufficient quality. Interview with the head chef, Staff #3 (S3) at 12:15 p.m. on 11/19/25 revealed they hold monthly meetings with residents for menu suggestions. They have heard a few complaints about meals served. Kitchen staff address all complaints promptly. Based on observations, interviews, and record review, staff serve food of sufficient quality to residents. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

No immediate heath or safety concerns were observed during today’s visit.

Exit interview conducted. Copy of report provided.