Complaint Investigation Report

22 CCR Section 87507 states that admission agreements may specify conditions under which refunds may be provided, except as required by 22 CCR and HSC. R1’s admission agreement indicates that refunds will be granted only when a 30-day notice has been issued to a resident.

R1’s admission agreement clearly indicates that a charge of $150 is levied each time a resident is transported to medical or dental appointments. R1 signed this admission agreement on 10/7/24, and Nonu signed the agreement on 9/23/24. R1 remembered signing the admission agreement and was aware that there were provisions related to fees for transportation services.

In an interview, R1 said that they had wanted to go to a recent medical appointment with S1, however they said they do not make their own appointments. R1 did not voice any concerns with having S1 make their appointments for them. R1 said they wanted to go to this medical appointments because they needed medication. R1 said they also requested S1 to take them to a grocery store after their medical appointment. R1 said they were charged $80 for the transportation service.

In an interview, S1 said that they make appointments for R1 because they provide transportation for many residents and they need to ensure their availability to provide transportation for everyone. S1 said that R1 was aware that S1 made appointments on R1’s behalf, and the resident had voiced no concerns regarding that arrangement. S1 said that the doctor was not present for a follow-up visit for R1 on October 1, but that was the date provided for the appointment. S1 said that they took R1 to run errands upon R1’s request afterward, and S1 charged $80 for the transportation provided. S1 said that they did not receive any medical paperwork from that visit, due to the absence of the physician.

In an interview, Nonu said that R1’s medical appointment was already made prior to R1’s admission to the facility. Nonu confirmed that R1 was charged $80 for transportation to the appointment.