Complaint Investigation Report

331880723-10-2-2025-56-AS-KCLS-DNL24S-20251119160424

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

SAN BERNARDINO , 1650 SPRUCE ST STE 200 MS29-27

This is an official report of an unannounced visit/investigation of a complaint received in our office on

12/12/2023 and conducted by Evaluator Magda Malcore

COMPLAINT CONTROL NUMBER: 56-AS-20231212113737

Staff denied Ombudsman entry into the facility

Licensing Program Analyst (LPA) Magda Malcore conducted an unannounced complaint visit to the facility. LPA met with Caregiver, Danica Reyes, and informed the purpose of the visit. Licensee/Administrator Caroline Armstrong was informed of the visit by telephone. The investigation consisted of LPA observations and interviews the Licensee/Administrator, staff, and residents.

Regarding the allegation, staff denied Ombudsman entry into the facility, interview with the Licensee/Administrator reveals that staff did not know who the Ombudsman was. Staff were to busy to verify the identity of the Ombudsman to grant them entry.

Based on the Department's investigation, the allegation above is Substantiated. A finding that the complaint is Substantiated means that the allegation(s) is valid because the preponderance of the evidence standard has been met.

An exit interview was conducted where this report was discussed and a copy was provided with appeal rights to Caregiver Reyes at the conclusion of the visit.