Complaint Investigation Report

Allegation: Staff are not assisting resident with their care needs.

It is alleged that staff are not assisting Resident #1 (R1) with care needs. (R1) is visually impaired and struggles with making appointments and follow-ups for outpatient treatments. (R1) needs assistance but cannot afford this service. No further information is available on this matter.

A review of Resident #1's (R1) Residency Agreement (dated 01/18/23) shows that (R1) was admitted to Atria Hacienda on February 04, 2023. Additionally, an examination of the Identification and Emergency Information document (dated 05/02/23) reveals that a power of attorney is designated to manage financial matters, care payments, and legal affairs on behalf of (R1).

On November 06, 2023, between 09:45 AM and 11:58 AM, the Department interviewed a resident member identified as Resident #1 (R1). (R1) expressed concerns about challenges in making outpatient treatment appointments. (R1) mentioned that long call waits, scheduling issues, and staff shortages necessitated leaving messages. (R1) noted that a part-time private care staff member provides additional assistance with this task.

On June 21, 2025, between 11:45 AM and 12:15 PM, the Department conducted a supplemental interview with Resident #1 (R1). (R1) expressed that the staff is attentive and responsive and treats (R1) well. (R1) mentioned that (R1)'s Care Plan designates a Care Level 1, which includes escort services due to (R1)'s visual impairment. (R1) confirmed having a private care staff member who comes once a week for four hours to assist with tasks involving reading emails, shopping online, and scheduling appointments with health professionals. (R1) stated that (R1) prefers to remain independent and will make medical appointments with the primary care providers. (R1) can complete this duty using a Braille calendar. (R1) stated that although (R1) prefers to schedule appointments with health providers, the facility care staff will assist with this task if (R1) needs assistance.

On June 21, 2025, between 10:20 AM and 01:29 PM, the Department interviewed resident members identified as Resident #2 through Resident #10 (R2-R10). (R2-R10) resident members claimed to have no concerns or issues with their care needs.