Complaint Investigation Report

364700157-3-6-2026-47-HC-SDUU-DSXRYY-20260408132705

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

HOME CARE SERVICES , 744 P STREET, MS 09-14-90

This is an official report of an unannounced visit/investigation of a complaint received in our office on

02/11/2026 and conducted by Evaluator Jane Cong-Huyen

COMPLAINT CONTROL NUMBER: 47-HC-20260211084857

HCO is not providing services to client as contracted

On 3/6/26, Home Care Services Branch (HCSB) Enforcement Analyst (EA) Jane Cong-Huyen arrived at the Home Care Organization (HCO) - Comfort Choice Healthcare for the purpose of completing a complaint investigatioon and delivering the finding. EA met with manager, Jajay Garcia.

It was alleged that the HCO is not providing services to client as contracted. During the investigation, EA learned staff #2 & #3 did not change the client’s diaper due to client being difficult to the staff. Client was left in soiled diaper/clothes for almost 2 hours. EA also learned through investigation that service was stopped without any written notice to the client's family. Service was resumed the next day but there was a gap in no services for a day. This incident occurred due to the staff not properly trained to handle difficult or combative clients in difficult situations which violiated the client's rights and daily living needs. All staff should be properly trained to handle different types of clients & in difficult situations to provide & ensured health & safety to clients in care. Based on interviews conducted and information gathered, the above allegation is found to be SUBSTANTIATED. Health and Safety Code, Division 2, Chapter 13, Section 1796.44 (c) has been violated and is being cited on the attached LIC9099D.