Complaint Investigation Report

It was alleged that the facility not meeting residents needs in a timely manner. Interviews revealed that when a call button is activated that the staff goes and checks on the resident to see how they can be of service. Interviews with an outside source revealed they activated the call button one day and that no staff came to the room. Interviews with staff denied the allegation of not meeting the residents needs in a timely manner and denied not answering the call button. Interviews revealed all call buttons get answered and resolved. Interviews revealed that when several call buttons are on they will measure the severity of the problem with each resident then assist them accordingly. Interviews with staff revealed the max time for the call button is 15 minutes but the staff try their best to get there within the first five minutes. During covid the time could have possibly been a little longer.

It was alleged that the facility does not have adequate number of staff. Interviews revealed that there were enough staff and there were no complaints from the staff that there is not enough staff. Interviews revealed when staff did get sick and had covid they would have an agency that provided staff to cover. Interviews revealed they were not short staff and they all worked really hard to make sure if they were going to be out that someone was there to work and cover the facility. Interviews revealed they stopped using agency staff around the middle of 2021 because there was no staffing concerns or issues.

It was alleged that the facility is charging extra fees not on the care plan. Interviews revealed that R1's fees changed around 03/24/2021 when their functional capabilities subtotal for billable points were increased due to needing more services. These services would vary in nature and the billable points would go up an down from 03/2021 up until 09/2021. The facility was charging the family for the services and went over the services with the family each time there was change.

Based on the evidence obtained from interviews, and record review, the complaint allegations of staff did not seek timely medical care for resident in care, facility not meeting residents needs in a timely manner, facility does not have adequate number of staff and facility is charging extra fees not on care plan are unsubstantiated.

An exit interview was conducted with John Brennan, Executive Director and a copy of this report along with Licensee/Appeal Rights (LIC 9058 03/22) was provided at the conclusion of the visit.