Complaint Investigation Report

Allegation: Staff embarrassed and humiliated a resident. It is alleged that on February 25, 2026, during the Town Hall meeting the Health & Wellness Director embarrassed and humiliated resident (R1) in front of residents and staff in attendance by responding inappropriately to the resident's concern regarding staff not putting away incontinence wipes in the closet. Resident (R1) stated the staff member's response was humiliating and dismissive. Based on staff and resident interviews, during the town hall meeting R1 addressed to Administration staff concerns brought up during the previous week's resident council meeting. For instance, R1 informed Administration staff that staff had been leaving incontinence wipe packs on the floor, and expressed that staff should put them away in the closet to afford residents dignity. The findings indicate that the Wellness Director's response was inappropriate because they told R1 that family should assist with that, and that care staff are not obligated to do things for residents that they are not paying for. Interviews revealed, that R1 felt humiliated and began to cry in front of all in attendance. Therefore, the allegation is supported.

Based on observation and interviews conducted the preponderance of evidence standard has been met, therefore the above allegation is found to be SUBSTANTIATED . Pursuant to Title 22, California Code of Regulations, a deficiency was cited.

An exit interview conducted, copy of the report and appeal rights was provided to Executive Director Chanel Sanchez.