Complaint Investigation Report

Regarding the allegation that staff did not assist resident with attending scheduled medical appointments, records reviewed revealed the facility provided information on how medical appointments can be arranged. Interviews with staff corroborate the procedure outlined. During multiple unannounced facility visits, LPA observed residents getting into facility transportation to get taken to appointments.

Regarding the allegation that staff did not adequately communicate with resident’s representative, staff reported that there may be occasions where med techs are unable to answer the phone due to tending to higher priorities. However, during interviews staff reported checking messages after passing medications in addition to checking messages twice a shift. Interviews with outside sources did not report concerns regarding inadequate communication.

Regarding the allegation that staff did not assist resident with toileting needs in a timely manner, interviews with various staff corroborated that while the extent of toileting assistance may vary per resident’s specific care plan, checks are done every two hours for residents who need toileting assistance. Interviews with residents corroborate receiving assistance with toileting needs promptly. During multiple unannounced facility visits, LPA observations of residents did not raise any concerns regarding toileting needs.

The Department has investigated the above mentioned allegations. Based upon the information obtained during this investigation, it is determined that the preponderance of evidence was not met to support or corroborate these allegations and therefore deemed unsubstantiated.