Complaint Investigation Report

The review of R3’s records indicates that R3 is paying for shower services as R3 requires moderate assistance with showers.

Based on interview with R3, it was stated that upon admission in the facility (April 2024) R3 was refusing showers due to a fall incident that occurred in another care facility. R3 states he/she was not comfortable with showers yet and refused the shower service. R3 denied the facility missing a shower week, besides one week when the facility did not have hot water which R3 received a shower the week after. R3 states that he/she receives shower weekly and did not have any complaints about the services he/she is receiving.

It was alleged that resident (R4) is being charged for showers and laundry but R4’s family does the laundry and R4 showers him/herself.

The review of R4’s records indicates that R4 is not paying for shower services and requires minimal assistance with showers. Records show that R4 is paying for weekly laundry services.

Based on interview with R4, it was stated that R4 shower him/herself. R4 stated that the staff does his/her laundry weekly and did not have any complaints about the services he/she is receiving.

It was alleged that resident (R5) is receiving shower services but is being charged for dressing services, when R5 can dress him/herself.

The review of R5’s records indicates that R5 is paying for shower services as R5 requires moderate assistance with showers. R5 is independent in dressing and is not paying for this service.