Complaint Investigation Report

Allegation: The facility is denying resident access to healthcare services.

The complaint alleged that the facility denied the client a healthcare visit while the client was hospitalized. On November 6, 2025, at 10:00 a.m., LPA Richard interviewed the Administrator (A1), who denied the allegation, stating that it was impossible to deny resident healthcare services when they were the ones who called Emergency Medical Services (EMS) to transport C1 to the emergency room. A1 insisted that the allegation was incorrect.

At approximately 10:30 a.m. on the same day, LPA interviewed a staff member (S1), who also denied the allegation, asserting that whenever a client requires EMS, they immediately call 911 to ensure the client receives proper care. Additionally, LPA interviewed four clients #2-5 (C2-C5), all of whom denied that the facility had denied their family access to them while they were in the hospital. They also stated that the facility had never denied them access to healthcare services when they needed it.

At approximately 10:30 a.m. on November 6, 2025, LPA interviewed the responsible party of C1 (W1), who denied the allegation. W1 expressed gratitude that the facility was teaching C1 how to call EMS (911) and emphasized that while calling 911 is helpful, C1 should not abuse the system. W1 also mentioned that C1 had been with the Licensee for an extended period at a different facility and required a higher level of care. This is why they moved C1 to the new facility as soon as the Administrator (A1) obtained the License. W1 concluded by expressing their trust in A1, affirming that A1 cares for C1's well-being.