Complaint Investigation Report

Regarding the allegation, “Facility staff did not meet residents’ needs”, it was alleged that residents were waiting long periods of time for their meals to be served in the dining room and a resident who tested positive for Covid-19 was not checked on by staff during their isolation period. Regarding dining wait times, during 2 unannounced facility visits LPA observed 2 staff members serving residents in the dining room for lunch and dinner. Staff interviews revealed that on average 2 servers are scheduled for dining services, and at times an additional 3rd staff to plate food. Staff interview revealed that all kitchen staff and caregivers are cross-trained, and staff from other areas will be utilized to ensure that there are always 2 staff members serving during mealtimes. Staff interviews revealed that the facility has a 2-hour window of time for each dining service, and not all residents come down to be served meals at the same time. Records review during the timeframe of the complaint showed that there were between 2 and 5 kitchen staff scheduled each day. Regarding Covid-19 residents being tended to, staff interviews revealed that specific caregivers were assigned to Covid-19 positive residents to reduce the spread of the infection. These staff were responsible for checking Oxygen levels and temperature of the isolated residents. Staff interviews revealed that the resident in question was checked on by staff throughout their quarantine period, was being delivered 3 meals per day to their room and maintained the ability to utilize their call button for needs. Resident interviews revealed that staff checked on quarantined residents’ multiple times throughout the day, one resident stating that they were checked on too often by staff. Residents interviewed stated that facility staff followed Covid-19 protocols. Records Review showed that the resident in question was checked on at least twice per day during quarantine outside of being delivered meals. Based on the information gathered there is no evidence to support the claim that resident(s) needs were not being met by staff.

Regarding the allegation, “Staff did not provide quality food to residents”, it was alleged that the food being served at the facility was of poor quality and variety. Staff interviews revealed that the food currently being served at the facility meets Title 22 requirements, however residents have asked for more variety and have been in communication with the chef regarding dishes they want to eat. Staff interview revealed that residents have been comparing the Pacifica Senior Living Bonita menu to the menu offered by the former Licensee, which was a more extensive menu. Resident interviews were inconsistent, as some residents stated that the food is delicious, and they enjoy it. Other residents stated they want more variety and have vocalized their requests in Resident Council meetings. Resident interviews revealed that residents have been in working in conjunction with the facility chef for new food options.