Complaint Investigation Report

Three out of three other clients interviewed denied the allegation and stated that staff do not verbally abuse clients. These clients report that staff follow the house rules, treat residents with respect, and do not put them down. Clients further stated that staff are friendly, do not raise their voices, and allow residents to make their own choices. One client reported improvement in their mental well-being while residing at the facility.

Staff interviews were conducted, including with Administrator (AD) Sopheap Thong, who denied the allegation. AD Thong stated that staff aim to meet clients’ needs and provide supportive care. It was reported that a prior interaction regarding unpaid rent may have been misunderstood as verbal abuse due to a change in tone. Another staff member reported extensive experience working with individuals with mental illness and stated they communicate respectfully and appropriately with clients at all times.

Due to conflicting statements obtained during interviews and lack of consistent or corroborating evidence, there is insufficient information to determine that staff verbally abused clients.

Therefore, based on LPA Tea's observations and interviews conducted and records reviewed, the allegation mentioned above has been determined to be UNSUBSTANTIATED meaning that although the allegation may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violation occurred.

No deficiencies cited at this time and an exit interview was conducted with Administrator Sopheap Thong. A copy of the report was provided to the facility.