Complaint Investigation Report

Per interviews with facility staff, recently R1 attempted to use the call system in their room, believed the response from staff took too long, and on that basis believed the call system was not working, but facility staff checked the system and confirmed it was working properly. Per interviews with R1, R1 stated that they recently fell in the bathroom and activated the call system for help. After not receiving a response for 15 to 20 minutes, R1 activated the call system for help a second time. Facility staff never responded to either of these first two calls. After not receiving a response, R1 got up, moved to the living room, and activated the call system in the living room. R1 received a response from staff immediately and reported to this staff member that their two calls from the bathroom were not answered. R1 was not able to indicate whether the light on the call system turned on in response to R1’s first two calls due to their viewing angle on the floor. Per interviews with AD, AD had no knowledge of this occurrence or any attempts to identify what had gone wrong and fix it, and stated that the call system is always staffed at the front desk and the calls are responded to as quickly as possible. AD stated they were not notified of this issue by R1 or the staff member who answered R1’s call. AD also stated that the call system was checked thoroughly about 1 month ago for technical issues. LPA interviewed 5 residents regarding the call system. 2 residents stated they never use the call system. 3 residents stated they use the call system regularly, their calls are always answered, and the longest they have had to wait for a response was 15 minutes. Per interviews with facility maintenance staff, the call system is checked every month to make sure every living room and bathroom call system works properly. During the inspection, facility maintenance staff checked on the call system in R1’s room and confirmed it is working properly. Based on the interviews conducted and records reviewed, facility staff did not respond to R1’s call light in a timely manner and this allegation is substantiated.

During the course of the investigation, the Department obtained sufficient evidence to substantiate the allegation mentioned above. The preponderance of evidence standard has been met; therefore, the above allegation is Substantiated. See LIC9099D for cited deficiencies per Title 22 Division 6 of the California Code of Regulations. An exit interview was conducted and a copy of this report and appeal rights was discussed with and provided to facility representative.