Complaint Investigation Report

334700160-1-16-2026-47-HC-SDUU-DQLU66-20260123141747

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

HOME CARE SERVICES , 744 P STREET, MS 09-14-90

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

11/12/2025 and conducted by Evaluator Jane Cong-Huyen

COMPLAINT CONTROL NUMBER: 47-HC-20251112222345

HCO is not providing contracted services as agreed

On January 16, 2026, Home Care Services Branch (HCSB) Enforcement Analyst (EA) Jane Cong-Huyen arrived at the Home Care Organization (HCO) - The Key of CA, LLC for the purpose of completing a complaint investigatioon and delivering the finding. EA met with the General Manager, Angelica Lopez.

It was alleged that the HCO is not providing services to client as contracted. During the investigation, EA learned staff #3 did not change the client’s diaper in a timely manner where the client was left in soiled clothes and soiled bedding for several hours before the client was changed by another caregiver. This incident occurred due to the staff being inexperienced and not properly trained to handle different types of clients in difficult situations. All staff should be properly trained to handle different types of clients and situations to provide & ensured health & safety to clients in care. Based on interviews conducted and information gathered, the above allegation is found to be SUBSTANTIATED. Health and Safety Code, Division 2, Chapter 13, Section 1796.44 (c) has been violated and is being cited on the attached LIC9099D. Exit interview was conducted and a copy of this report (HCS9099/9099D) and appeal rights were provided to the manager, Angelica Lopez, via email.