Complaint Investigation Report

An outside source confirmed the cable service disruption and that the facility did not adequately address the issue. LPA interviewed Staff 2 (S2) who confirmed they were present when the cable was disconnected. S2 further stated that between August and October, at approximately 4 a.m., residents began yelling at them asking why their cable TV was not working. S2 advised the residents that they had no idea what happened and explained that staff were not informed in advance that the cable service was going to be disconnected. S2 estimated that the cable was out for approximately one week before management provided Fire Sticks to residents who were complaining.

While in isolation due to a COVID diagnosis, R1 reported that staff repeatedly asked if they had COVID, which made them uncomfortable and felt like a violation of their privacy. An outside source confirmed that staff inquiries went beyond necessary symptom checks. Staff 1 and Staff 2 stated that residents are tested but not asked directly about their status.

R1 stated that staff frequently entered their room without knocking. An outside source confirmed that staff entered during a private conversation without knocking. LPA interviewed Staff 1 (S1) who stated they always knock and wait for a response, and if no response is given, they ask if the resident is okay. S2 stated that although R1’s door is usually open, they generally knock before entering any resident’s room. However, they noted that new staff may walk into residents’ rooms without knocking or waiting for permission.

LPA interviewed several residents living near R1. All residents denied experiencing issues with cable or internet, dignity or privacy concerns, being charged for services not rendered, unmet care needs, or COVID-related problems.

The Executive Director explained that the cable issues were inherited from previous management. Cox Communications refused to work with the facility due to an outdated account and unpaid balance. The facility switched providers and provided Fire Sticks or HD antennas at no extra cost. Refunds were issued for Cox-related charges. During the COVID outbreak, the facility followed public health guidelines, used PPE, and posted signage. Although R1 left the facility for fresh air during isolation, staff were reminded to respect privacy and documentation was updated.