Complaint Investigation Report

Licensee is charging residents for care not received:

On 10/22/2021, the Department interviewed Administrator (ADM). ADM stated the facility had a resident needed 24 hours 1:1 care, 3 residents needed 1:1 care in the PM shift. ADM stated the released schedule posted on the refrigerator was for the regular staff, and he/she always worked to add more staff to work at the facility. ADM stated regular staff might not know exactly how many staff would work at that shift in advance. ADM stated usually the facility had 5 or 6 staff at the PM shift. ADM stated the facility had at least 3 staff all the time at the facility.

On the same day, the Department interviewed 5 staff (S1 - S5). S1 stated the facility had shortage of staffing until last month that the facility hired more staff. S2 and S5 stated the facility had under staffing issue in the PM shift. Staff S3 and S4 stated there were no staff shortage issue.

The Department inquired SARC if the facility had staff shortage issue. On 12/14/2021, the Department received a response from SARC that the facility's 3 individuals received 1:1 care support.

Based on reviewing the facility staff schedule, the facility had staff shortage for 6 residents with 4 individuals need 1:1 care.

Based on the records reviewed and interviews conducted, the facility had some shifts under staffing even though not all the time under staffing.

The Department inquired SARC, and SARC confirmed on 12/14/2021 that SARC provided the facility 1:1 supplemental support for 3 individuals. The facility charged residents based on the service provided to residents specified in the residents' care plans. The facility had under staff to provide 4 residents 1:1 care. The facility charged several residents with 1:1 care but the facility did not have sufficient staff to provide 1:1 care to the clients who were charged for 1:1 care.