Complaint Investigation Report

9099C-1.. On May 22, 2024, the Ombusdman noted that residents complained at the recent Resident Council meeting that the food service and food temperature were the main conflicts of the discussion, with the food service being the first complaint and the temperature of the food being the second complaint. The Ombudsman stated residents also feel staff are rude in providing food service to them in the dining room, and staff don't clear dirty plates timely from the table. Specifically, residents state the hot food isn't always hot, and the cold food is always at room temperature.

The LPA toured the physical plan on May 24, 2024, and there were no issues noted during the tour.

A subsequent complaint was received on June 17, 2024 , which included the allegation of: Dining areas are not maintained clean. On June 13, 2024, the LPA toured the dining room at the start and ending of the lunch period and noted the following observations:

During the facility visit conducted on June 13, 2024, Licensing Program Analyst (LPA) Kevin Saborit-Guasch conducted a tour of the facility's common areas and a sample of resident units. The dining room was visited at approximately 11:40am after lunch service was initiated. Floor surfaces appeared to be clean, and tables were also clean. Staff was observed bringing meals to the residents present. LPA and administrator also reviewed the facility's kitchen area which appeared clean and organized. LPA and administrator returned to the dining hall after conducting a tour of the facility at approximately 12:30pm. The room was clean overall, however used dishes were still in place in multiple locations.

On September 4, 2024, an additional tour of the dining hall was conducted, and the allegation was determined,to be Unsubstantiated , as follows: Regarding the allegation that Dining areas are not maintained clean, the following has been concluded: Based on two visits of the facility's physical plant, it was observed that the dining areas were being cleaned during and/or after the meal service had been provided.

LPA Calzada reviewed the Food Service Policy provided from the Resident Handbook which says in part: "All persons engaged in food service are knowledgeable and will observe personal hygiene and sanitary food service practices".

LPA Calzada contacted an Ombudsman Manager in January 2026 to request any relevant notes from May 2024, but none were provided to LPA after records were searched.

Based on information obtained, the Department finds this allegation to be UNSUBSTANTIATED- meaning that although the allegation may have happened or are valid, there is not a preponderance of evidence to prove or refute the alleged violations occurred. *cont on 9099C-2..