Complaint Investigation Report, 08/31/2023 — Hovley Care LLC, Palm Desert CA

336425566-2-2-2024-18-AS-RSTS-D2EQYF-20240213113501

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

RIVERSIDE ASC , 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

08/28/2023 and conducted by Evaluator Chinwe Nwogene

COMPLAINT CONTROL NUMBER: 18-AS-20230828120114

Staff speaks to resident in an inappropriate manner.

Staff did not accord resident personal privacy with visitors.

On 08/31/2023, Licensing Program Analyst (LPA) Chinwe Nwogene conducted an unannounced visit to investigate the above allegations. LPA met with Licensee, Svetlana Calamaro who was informed of the purpose of the visit. During the visit, staff and resident were interviewed.

Regarding the allegation “Staff speaks to resident in an inappropriate manner” it was alleged staff yelled at resident and was aggressively speaking to resident. Resident was interviewed, the interview revealed staff yells at resident. Licensee was interviewed who acknowledged speaking to resident and resident’s daughter in a raised voice because licensee heard the facility caregiver names mentioned during resident and resident daughter's conversation with a Kaiser Nurse (Substantiated).

Regarding the allegation “Staff did not accord resident personal privacy with visitors” it was alleged staff was ear dropping on resident and resident daughter's conversation with nurse. Staff was interviewed who denied was ear dropping on residents’ conversation. Staff stated resident’s room door was open and staff could hear the conversation while sitting on the couch in the Livingroom. Staff heard caregiver names mentioned in the conversation, so staff went into resident’s room to explain. The nurse and resident’s daughter were interviewed who acknowledged resident’s bedroom door was open and wasn’t too far from the Livingroom where staff was sitting, and staff could have heard the conversation. However, staff barged into resident’s bedroom without knocking, started yelling, was so loud and banging on the table.

Based on interviews, the above allegation is found to be substantiated. California Code of Regulations (Title 22, Division & Chapter number 6) is being cited on the attached LIC 9099D). An exit interview was conducted, and a copy of this report was reviewed with and provided to Jennifer Carrillo.