Complaint Investigation Report

9099C(1). Allegation: Residents call bells are not being answered timely.

Complaint alleges it can take staff an hour or two to respond to call bells, or a resident’s cell phone when the front desk is called, and sometimes the staff don't respond at all.

Call Light report for period July 1, 2022 -July 21, 2022 (12: 41 am) was reviewed. The report indicates the average response time is 21 minutes. While the report lists the average response time as 21.0 minutes for July 2022, there were multiple instances when the call response times were an hour or greater.

Call response times were reviewed for resident (R1). The report shows response times varied during the month and records (3) instances where the response time was between one and two hours. Specifically, on these days/times: July 5, 2022 at 5:26 am- 118.5 minutes; July 14, 2022 at 6:57 am- 70 minutes; and July 20, 2022 at 8:52 pm- 79 minutes.

The report also consistently shows at least one response time to be greater than one hour for other residents on each day of the period reviewed, from July 1- 21, 2022 with several days recording multiple instances of a response time of one to two hours or greater.

R1 stated to LPA that call button response times are the longest during the evenings and during the NOC shift from 11 pm- 7 am and staff don't respond timely when she calls the front desk using her cell phone.

Several (3) residents stated their call button doesn't work and (2) residents stated staff don't often answer when they call the front desk.

Based on information obtained, LPA finds the allegation to be SUBSTANTIATED- A finding that the complaint is Substantiated means that the allegation is valid because the preponderance of the evidence standard has been met.

Per California Code of Regulations, Title 22, Division 6, Chapter 8, the following (1) deficiency is issued on the 9099-D page.

Exit interview. Copy of report and appeal rights provided.