Complaint Investigation Report

According to interviews with staff, two out of four staff members reported that an incident occurred with a staff and a resident. According to a staff, a staff was observed cussing and yelling at a resident after the resident and staff entered the incentive closet. Staff observed the resident's demeanor to become sad and low mood. According to a staff, the incident that occurred was a misunderstanding. The staff member that was with the resident was agreeing with the resident. The resident had entered the incentive closet, which is a shopping area for residents. The resident stated there was nothing the resident wanted. The staff member replied by stating, "yeah, you are right. There is a bunch of crap in there." According to staff, this was the rapport established with the resident and staff.

According to records review, an internal investigation was conducted by Telecare. The investigation found that the staff did use inappropriate language when speaking to the resident. The staff member was held accountable for this action and underwent additional training.

Based on interviews and record reviews, the preponderance of evidence standard has been met, therefore the above allegations are found to be SUBSTANTIATED. Deficiencies are being cited on the attached LIC-9099D. Failure to correct the deficiency may result in civil penalties. Appeal rights were provided. An exit interview was held with facility staff, and a copy of the report was left at the facility.