Complaint Investigation Report

***Facility not answering phones in a timely manner.***

8 residents were interviewed. Majority of the residents who were interviewed were not able to communicate with LPAs due to diagnosis of Dementia and/or refused. Some residents interviewed stated that their loved ones are always able to call and get through to them. Administrator stated that if no one is at the front desk, the Med Techs have phones so they can answer during after-hours. LPA called the facility at various times and days and found staff to answer the phone. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED .

***Staff not communicating with authorized representative.***

LPA interviewed staff members who confirmed that they make themselves available to communicate with authorized representatives when needed. Staff stated that some conversations are documented in resident’s files depending on the information provided on the call. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED .