Complaint Investigation Report

Allegation: Staff spoke inappropriately to client

The details of the complaint alleged that facility staff are speaking inappropriately to clients in care.

On April 3, during the records review process, the Department reviewed a copy of the facility staff in-service training log dated September 2025. The Department noted that facility staff had been trained in the Client’s Rights policy and abuse reporting procedures.

On March 24, during a virtual meeting with Witness #1 (W#1), the Department asked whether they had observed or heard any staff member speaking to a client in a disrespectful or inappropriate manner. (W#1) stated that they have not witnessed that behavior. The Department also asked (W#1) if they had ever heard staff use language toward clients that she believed was unprofessional or inappropriate. (W#1) stated that they have not witnessed that occurring.

On March 26, during an interview with the facility administrator (A#1), the Department asked about the facility’s expectations and policies regarding staff communication and client interactions. (A#1) stated that staff are expected to remain professional, treat clients with respect, and speak to them using an appropriate tone. The Department also asked (A#1) whether she was aware of any incidents in which staff spoke to a client in an inappropriate or unprofessional manner. (A#1) stated that she was not aware of any such incidents.

On March 26, during a phone interview with Witness #2 (W#2), the Department asked whether they had observed or heard any staff member speaking to a client in a disrespectful or inappropriate manner. (W#2) stated that they have not. The Department also asked (W#2) if they had ever heard staff use language toward clients that they believed was unprofessional or inappropriate. (W#2) stated that they have not witnessed that.