Complaint Investigation Report

Allegation – staff are verbally and physically abusing residents:

During the investigation, LPA reviewed the facility’s records, including staff training documents, resident care plans, and incident reports. LPA interviewed residents, staff members, and facility management.

Resident interviews did not confirm any instances of verbal or physical abuse. Most residents mentioned that staff were kind and respectful, and they had not observed or experienced any form of abuse from staff.

Staff members also stated that they were trained to handle residents with care and follow proper procedures when assisting them. Staff also mentioned that they have one resident who can never be satisfied, despite providing everything they asked for.

Furthermore, there were no documented incidents of abuse in the facility’s records and there were no reports that matched the allegations of verbal or physical abuse.

After gathering all available information, there is insufficient evidence to support the claim that staff members were verbally or physically abusing residents. Based on the interviews, records, and observations, the allegation of verbal and physical abuse is unsubstantiated . ***************************************************************************************

Allegation – staff leave residents on floor for an extended period of time:

As part of the investigation, residents currently living at the facility were interviewed. Residents stated that they receive help from staff when they ask for it. None of the residents confirmed that staff leave them on the floor or ignore them when they need assistance. Residents shared that staff respond to their needs and treat them with care and respect.

Facility staff were also interviewed. Staff denied any form of abuse or neglect happening in the facility. One staff member stated that they always provide residents with what they ask for and make sure their needs are met in a timely way.

In addition to the interviews, LPA reviewed copies of residents’ admission agreements. Under the “Personal Services” section, the agreement outlines that the facility will provide continuous care and supervision, monitor changes in condition, assist with medical and dental needs, and provide bedside care when needed for minor illness or recovery.

Facility records and staff interviews confirmed that there is staff on duty during the night shift, from 7pm to 7am, to provide care and supervision to residents during the night.