Complaint Investigation Report
During LPA discussion with staff and clients, it was confirmed by both groups that they have overheard or witnessed discussions regarding client’s personal business both in the main central office known as the “HUB” and while waiting for medication outside the medication room. Clients state that they can hear discussions, both when clients are speaking with staff, or when staff are discussing things together. There is a concern for the privacy of their diagnosis, their medications, and their medical history. Clients stated there is concern that they are overhearing discussions of others and a fear that their information is being discussed where others can hear as well.
Interview with staff note that maintaining privacy can be challenging based on the open layout of the "HUB" which has 3 open windows, two with partial plexi glass. Multiple staff state that even when they move shift change discussions to the dining room and close the door, the layout of the room does not allow for privacy if clients are right outside the door. Staff also explained that the level of privacy can vary from client to client, so staff need to communicate each clients preferences. Staff did not admit to purposely having open conversations, but all presented the challenges to how the conversations can be overheard.
It was also stated by multiple clients that during the night shift, laughter can be heard, but the clients who were interviewed stated they do not hear loud noises, or loud discussions, just occasional laughter and that those interviewed did not have an issue with the sounds. Clients did not express concern of staff not meeting their needs for assistance, except for the need for their privacy to be maintained.
Based on LPA’s interviews, the preponderance of evidence standard has been met; therefore, the above allegation is found to be SUBSTANTIATED.
Pursuant to Title 22 of the CA Code of Regulations, the following deficiencies were cited (LIC 9099-D).
Exit interview conducted, copy of report and appeal rights issued.
Source: California Department of Social Services, Community Care Licensing. Methodology · Report a correction