Complaint Investigation Report

allegation. The witness also indicated that the facility follows proper medication procedures. AD Sanchez reported that nurses regularly visit the facility and that any medication changes are made promptly with physician authorization.

It was alleged that residents sustained unexplained bruising. Three staff members and the witness stated that some residents bruise easily due to fragile skin and medical conditions, including the use of blood thinners such as aspirin. Staff reported that they handle residents gently during care. The witness confirmed that one resident bruises easily. AD Sanchez stated she routinely monitors residents for bruising. It was also reported that one resident recently returned from the hospital with bruising caused by blood draw attempts. One resident interviewed denied experiencing unexplained bruising.

It was alleged that residents are showered with cold water. Three staff members and the witness denied the allegation. Staff stated that residents are provided with warm showers and that hospice aides or home health nurses often assist with bathing while ensuring appropriate water temperature. Residents interviewed confirmed they have not received cold showers. AD Sanchez stated that staff prioritize resident comfort and use towel warmers to provide warm towels after bathing.

It was alleged that staff handle residents in a rough manner. Three staff members and the witness denied the allegation and stated that care is provided in a gentle manner. The witness confirmed that staff treat residents with care and respect. AD Sanchez stated she maintains a zero-tolerance policy for rough handling. Three out of three residents interviewed confirmed they have not been handled roughly.

It was alleged that staff yelled at residents. Three staff members and the witness denied the allegation. Staff explained that they may occasionally raise their voices due to residents’ hearing impairments but do not yell. The witness stated that staff demonstrate patience when interacting with residents. AD Sanchez reported that staff are trained to communicate respectfully and have not observed staff yelling. Residents interviewed confirmed that staff do not yell at them. One resident identified in the complaint as having been yelled at by Staff 1 (S1) stated that staff are very nice and do not yell. S1 also stated that they have never yelled at residents and expressed that they care deeply for the residents, describing them as their “babies.”

It was alleged that staff took a resident’s personal cell phone. Three staff members and the witness denied

(Complaint investigation continued on LIC9099C)