Complaint Investigation Report

LPA interviewed (3) residents (R1-R3). R1 stated they had not had any complaints about the quality, temperature, or hygiene of the food served at the facility, and if the food had not been warm, they had asked the staff to microwave it. R1 stated they had been given plenty of meal preferences, their requests had been met, and they had no complaints. R1 stated that the dining staff had worn gloves. R2 stated that the quality of the food had been fair but could have been better; sometimes the soup had been too hot, and the creamers and milk had not been spoiled. R2 stated that dining servers had worn gloves. R3 stated that the quality of the food had been alright and that they could customize options available from an alternate menu. R3 stated they had picked up food and brought it to their room, had warmed food in the microwave if necessary, and had never received any spoiled food. R3 stated they were not sure if staff had worn gloves in the dining area, as they had not eaten in the dining area.

LPA interviewed (3) staff members (S1-S3). S1 stated they had passed around the food, had not touched the food, had always worn gloves, and had thrown the gloves in the trash bin. S1 stated the food temperature had been checked by the server in the kitchen before it was put on the table in the kitchen, and they had served coffee as well. No resident had complained to them about the food quality, and they had checked the milk expiration date. S1 stated they had been placed at the facility by an agency and that they had held a CNA license. S2 stated they had been a caregiver, had helped in the dining area, had always worn gloves, and had thrown the gloves in the garbage. S2 stated the server from the kitchen had always checked the temperature and had put it on the counter when the food was hot and in a little cooler when the food was cold. S2 stated they had not made or handled food but had just served the food, and they had verified what residents had ordered before giving it to them. They had never heard from any resident about spoiled food. S3 stated the residents had been given a weekly menu and an alternative options menu, and the residents had received what they had ordered. If residents had changed their minds, they had tried to accommodate. S3 stated that they had used a third-party vendor to prepare food for the residents and that the server responsible for food quality and temperature checks had come from the vendor only. They had never had issues with the quality or the temperature of the food. S3 stated the staff had stored their food in the staff refrigerator and not in the resident-use refrigerator.

LPA reviewed S4's certification and in-service records. S4 had a ServSafe California certificate that had been issued on 12/27/2024 and was valid for three years, a Food Safety and Quality Assurance in-service training dated 9/19/2024, a Food Handling and Temperature in-service training dated 10/7/2024, an Associate Food Safety in-service training dated 10/16/2024, a Hand Washing in-service training dated 10/31/2024, and a Hand Hygiene in-service training dated 11/22/2024.