Complaint Investigation Report

LPAs also conducted resident and staff interviews between 10:00 A.M, and 3:00 P.M. Throughout the course of the investigation, LPA Conway reviewed all documents obtained, conducted telephonic interviews with additional credible witnesses and other relevant parties. The following was then determined:

Regarding allegation “Staff do not ensure entrance door is in good repair” it was alleged that the main front door is broken and does not open and close correctly and residents using mobility devices such as wheelchairs and scooters have trouble going in and out of the facility. LPAs conducted interviews with residents including those who rely on electric scooters and wheelchairs as well as ambulatory residents. Residents who do not use mobility devices reported that the door closes quickly, and, on occasion, slams shut. Those using mobility devices stated that entering and exiting the facility is extremely difficult due to the door’s weight explaining that to exit, residents must push the door open using their scooters or wheelchairs while re-entering requires significant effort, often leading to struggles in maneuvering through the doorway without getting caught between the door and the frame. In many instances, residents must rely on the receptionist for assistance in opening the door. Several residents suggested ADA-compliant automatic system as a solution. Additionally, LPAs observed that the main entrance door is not properly maintained by having a missing safety spring door closer, which causes the door to close without control behind individuals as they enter and/or exit. Based on information gathered during the course of the investigation, there is sufficient evidence to support the allegation that “Staff do not ensure entrance door is in good repair” therefore, the allegation is deemed SUBSTANTIATED at this time.

Regarding allegation “Staff do not ensure residents are spoken to in an appropriate manner” it was alleged that management and caregivers are being hostile toward residents. Administrator stated that residents have not reported instances of caregivers being rude or yelling. Interviews with staff revealed that they are unaware of occasions where residents have felt disrespected. Some caregivers reported that in certain cases, they have experienced disrespectful behavior from residents. However, during interviews conducted by LPA Conway, eight (8) out of fourteen (14) residents expressed concerns that the Administrator and caregivers are unfriendly and sometimes speak to them in an aggressive manner.