Complaint Investigation Report

Management initiated updates after identifying that R1 required additional services to meet their needs. Documentation confirms that R1 refused to sign the updated Personal Service Plans dated 04/08/2025 and 05/01/2025. Additionally, records indicate that R1 did not want any other parties involved in their care. Based on the information gathered, there is insufficient evidence to show that the staff did not provide a written notice to the resident or the resident’s authorized representative prior to increasing the resident’s facility fees.

Allegation: Staff did not provide assistance to resident in care in a timely manner.

It was alleged that staff did not provide assistance to resident in care in a timely manner. During the course of this investigation the department conducted interviews and reviewed records. Interviews revealed that facility staff frequently attempted to assist the resident with personal care; however, the resident often declined help, stating they did not need assistance and would contact staff if necessary. Staff also reported that the resident frequently refused care, but was capable of contacting emergency services when needed. A review of the facility’s daily notes confirmed that staff routinely checked on the resident as needed and throughout the day. Records also indicate that the resident consistently contacts emergency services and that the facility does not obstruct these services or intervene when the resident chooses to call them. Based on the information gathered, there is insufficient evidence to prove that staff did not provide assistance to resident in care in a timely manner.

Allegation: Staff did not provide contracted services to resident in care due to lack of staffing.

It was alleged that staff did not provide contract services to resident in care due to lack of staffing. During the course of this investigation, the department conducted interviews and reviewed facility records. Interviews revealed that facility staff regularly attempted to assist the resident with personal care; however, the resident frequently declined, stating they did not need help and would call staff if necessary. Staff also reported that the resident often refused care but was capable of contacting emergency services independently when needed. A review of the facility’s daily notes confirmed that staff checked on the resident as needed and throughout the day. Records further show that the resident consistently contacted emergency services, and that the facility neither obstructed access to these services nor intervened when the resident made such calls.