Complaint Investigation Report

Throughout the 2 visits LPA interviewed 8 clients, all claimed that staff have been helpful and supportive, and they have received assistance in getting resources. Observation of staff during LPA visit are staff are mainly in the “hub” which is the main office for support staff, LPA has observed that clients frequently engage with staff through the hub windows. Clients are usually in their rooms, outside, in the dining area or on the community computer.

LPA reviewed staff schedules, there is a couple of vacant positions, but those are being covered by on-call staff and management. LPA noted that in various offices where staff are set-up there are screens showing all common inside and outside areas of the facility to assist with supervision. During interviews it was noted by LPA that staff will look to the screen frequently to observe client activities and whereabouts.

Staff and clients interviewed did not provide any evidence that staff and clients do not engage. A list of group activities is posted and provided to clients. One interview stated that some staff are not as engaged as others, but nothing proved this allegation, at this time is supported.

Based on LPA’s observations, interviews conducted, and record reviews, at this time the preponderance of evidence standard has not been met; therefore, the above allegation is found to be UNSUBSTANTIATED.

On the allegation – Staff did not ensure there was sufficient foods available at the facility for clients in care

It was alleged that clients have complained about there not being enough food, and that clients have asked for seconds of dinner and have been told no.

Clients interviewed stated they receive enough food during meals, they are aware that other snacks are available upon request, and fresh fruit is always out in the dining area. All 8 clients interviewed during the 2 visits to the facility stated they had enough and were able to get more food if they needed.

Staff interviewed stated they shop 2 times a week, that they try to prepare fresh meals, enough for what is needed. LPA observed that snacks and fresh fruit are available. Staff also stated if someone needed more, they would make them a sandwich if there were no leftovers from the meal.

LPA noted there are no leftovers in the refrigerator and that items being stored for the next meal seem to be just enough for a serving.

Based on LPA’s observations, interviews conducted, and record reviews, at this time the preponderance of evidence standard has not been met; therefore, the above allegation is found to be UNSUBSTANTIATED. Continued on 9099-C pg 2