Complaint Investigation Report

LPA Sarah Benson conducted an inspection of the care home on July 1, 2025. LPA Benson reported touring the premises and conducting an interview with House Manager. Interview with House Manager indicated that residents at the care home shower twice a week. Staff reported the residents have never refused showers. LPA Benson observed the shower log for residents (R1 and R2) and observed two (2) showers recorded a week for both residents, with an exception of one (1) week for each resident in which one (1) shower was given.

LPA Michael Hood conducted an inspection of the care home on August 18, 2025. Interviews conducted with House Manager, Licensee, Mark Graham, and R2 did not indicate any concerns regarding hygiene assistance provided to the residents in care. R2 stated that they are treated well by facility staff and they feel that their care needs are being met. House Manager and Licensee stated that residents receive showers twice a week. House Manager, Licensee, and R2 stated that they have never witnessed a resident in need of showers and not receiving assistance by facility staff. Interview with witness (W1) indicated that they have observed R1 soiled at the care home on one (1) occasion, but did not have any other concerns regarding showers and did not have any information regarding how long R1 was soiled. LPA Hood observed shower records for R2 for the month of June 2025. LPA Hood observed that R2 received two (2) showers a week. Local Long-Term Care Ombudsman (LTCO) reported to LPA Hood that they conducted a visit at the care home and did not observe any concerns regarding hygiene assistance for the residents in care.

Allegation: Facility staff are not providing assistance with incontinence care for residents in need.

LPA Sarah Benson conducted an inspection of the care home on July 1, 2025. LPA Benson reported touring the premises and conducting an interview with House Manager. LPA Benson reported observing the bedding of R1 and R2 and observing bedding to be clean. Interview with House Manager indicated that the residents' sheets are changed every shower day unless residents refuse, and laundry is done every shower day.