Complaint Investigation Report

The facility billing system ultimately will resolve billing issue in no more than two billing cycles. However, there is no indication on the residents billing statement that the newly added service will be prorated, which caused a temporary over billing when services are added during the billing cycle. The facility overcharges the new service without explanation of how it gets resolved and because there is no explanation the resident receives a bill for the wrong amount for that month. Based on the initial monthly overcharge the allegation of, “Facility overcharging residents.” Is substantiated at this time.

As to the allegation of, “Facility posted photos of residents on social media.” It was discovered through photographs, and interviews that on 10/10/2022, photographs of R1 and R2 were posted to the facilities Facebook page. Both R1 and R1 had singed the facility's likeness of release form, stating that they did not wish to share their image to be published. LPA observed photographs of images. LPA interview Administrator on 10/27/2022 where it was stated that they acknowledged the photographs were posted on Facebook by mistake and were removed “a few days later.” Based on photographs and interviews the allegation of “Facility posted photos of residents on social media.” Is substantiated at this time.

Exit interview, citation and technical violation issued, appeal rights and report provided.