Complaint Investigation Report

On 12/29/2025, the Department received an incident report from the facility. The incident report stated that on 12/26/2025 around 3:00AM there was a loud noise outside the facility, the power box on the street had a bad parts and needed to be repaired. A power outage happened at the facility due to PG&E. The facility contacted PG&E and PG&E stated the power would be back at 2:45PM on 12/26/2025 then later changed to 9:00PM on 12/26/2025. The power was restored at 11:00PM on 12/26/2025.

The facility notified the residents and staff about the power outage incident. The facility culinary team was starting to prepare all meals to deliver to resident rooms. Staff were asked to station at the 3 exit doors in memory care unit until power was restored to make sure memory care residents to stay in memory care unit. Staff conducted hourly checks and head counts on all residents. Residents that needed to come down to first floor or to go upstairs were helped by the facility staff to use evacuation chairs. Residents were provided with flashlights and extra blankets if needed. The residents families were informed and a mass email was sent to families on 12/27/2025.

On 01/06/2026, LPA interviewed Executive Director (ED) Meghian Geul. ED stated the power outage was an unplanned and non announced incident from PG&E. ED stated the power outage started around 2:45AM on 12/26/2025 and the power restored at 11:00PM 12/26/2025. ED stated there were emergency lighting in the walkway for 90 minutes, then battery lamps were placed at the walkways.

ED stated Memory Care residents were checked every 30 minutes and Assisted Living residents were checked every hour. MD stated all meals (breakfast, lunch, and dinner) were delivered to resident rooms. ED stated some residents wanted to leave the facility during the power outage period, the staff helped the residents to use the evacuation chairs to go to the first floor. ED stated the facility staff delivered extra blankets and flashlights to residents if needed. ED stated staff were at the exit doors of the memory care unit to make sure memory care residents to stay in memory care unit. ED stated the facility kept all memory care residents at the activity room in the memory care unit during the day time and provided activity to residents.

LPA interviewed Maintenance Director (MD). MD stated the power outage on 12/26/2025 is an unannounced power outage. MD stated The facility has a backup power for 90 minutes. MD stated the facility will rent a generator if the power outage more than 24 hours. MD stated the hallways and stairs were provided emergency lighting.