Complaint Investigation Report

It was also noted that R1 was confused but was able to follow directions and was able to communicate their needs. Per interviews with 2 out of 2 residents stated that staff are responding to their request for assistance. 3 out of 3 staff stated the calls from pendants are received at the front desk, then the front desk will notify staff of the request for assistance. Based on interviews with staff they indicated the response time is within 5 minutes or less .

It was reported on or around 12/08/2023 a staff member used profanity in front of R1 and their family. Per interviews with 2 out of 2 staff denied using profanity, Interviews with COO Faye Shen stated that staff denied using profanity but may have been loud. LPA was unable to interview R1 as they are not currently oriented to time and space as they could not answer LPA's questions.

Therefore based on the records reviewed and interviews the allegations Staff are not responding to resident's requests in a timely manner and Staff used offensive language in the presence of resident and resident's family are determined to be UNSUBSTANTIATED, meaning that although the allegation may have happened or are valid, there is not a preponderance of evidence to prove that the alleged violation occurred.

An exit interview was conducted and a copy of this report and confidential names list was provided.