Complaint Investigation Report

According to an interview with the reporting party (RP), the facility elevator has broken down 12 times. Recently, the two times the elevator broke down, it was down for 10 days. For the individuals on the second and third floors of the building, they were not able to go down to the first floor. The facility would bring up the food to the residents. By the time, the resident received the food, it was cold. If a resident were to call for assistance with Activity of Daily Living (ADL), the resident had to wait 45 minutes to respond too the call. The RP expressed concern of if there was a fire, all residents on the second and third floor would end up dead. RP stated there is not enough man power or time to get residents out safely. In December of 2023, the roof leaked and fell down while the RP and resident was eating lunch. The RP provided pictures of the roof being in disrepair.

On 04/03/2024, LPA Kimberly Viarella observed the facility. LPA observed the main dining room in Assisted Living (AL) was closed as the ceiling is being repaired and other updates were in the process of being completed. According to an interview with the Dining Room Manager, the elevator was repaired on 03/29/24 after being out of order for 8 days. It went down at 3:00 PM on 03/20/24, and came back into operation at 3:20 PM 03/28/24. LPA Viarella learned that Alpha One Ambulance Medical Services keeps an office at the Chateau at River's Edge, in the Independent Living (IL) portion of the facility. They were on call to assist with transporting residents up and down the stairs as requested. During that time, staff received stair chair training so that they were also able to assist residents in moving between floors while the elevator was out of order.

On 04/15/2024, LPA Victoria Brown conducted a complaint investigation for a separate complaint (27-AS-20240411120832) regarding an allegation of staff does not prevent facility roof from leaking. LPA Brown learned the facility secured a contract with Sonray Construction to fix the roof in November of 2023. Due to weather conditions, the construction was delayed. To ensure safety, dining for residents were moved to another area. Resident rooms were not affected. Finding was determined unfounded.

On 05/23/2024, LPA Valerio observed the facility. LPA Valerio observed the dining room and kitchen to be closed off from residents as it was under construction. LPA Valerio also observed the elevator to be in working condition.