Complaint Investigation Report

Allegation #1: Staff did not seek medical treatment for the residents.

The complaint alleged that staff contacted the responsible party after discovering residents in the facility's hallway who were shaking, unable to walk, and disoriented, instead of calling the Medical Emergency Service (MES). On December 17, 2025, LPA Richard interviewed the Administrator (A1), who denied the allegations. A1 stated that the facility has strict protocols in place. According to A1, there is no way the staff would fail to call EMS when necessary, and they likely informed the responsible party (RP) about the residents' conditions. Additionally, LPA Richard interviewed the Memory Care Director (MDC) on the same day, who also denied the allegations. MDC affirmed that the facility is trained to call EMS in urgent situations, followed by contacting the nurse.

LPA Richard also interviewed four staff members, #1-4 (S1 to S4), all of whom denied the allegations and emphasized that resident care and well-being are their main priorities. After assessing the situation, the staff felt that resident R1 was stable and did not see the need to call EMS. Later that day, LPA Richard interviewed six residents #2-7 (R2 to R7). Five of the six residents denied the claim that the facility wouldn’t call EMS when needed, noting that the facility had called EMS for them on numerous occasions.