Complaint Investigation Report

It was alleged that residents in assisted living shared that staff are not responding to their alert calls when they press their pendant. It was alleged that staff respond that they are understaffed. It was also alleged that on 12/10/2023, a resident’s (R5) responsible party pressed the pendant and alert button and did not receive a response.

Based on record review, in November 2023 there were 801 calls with a response time of 10 minutes and more. From 12/01/2023 – 12/13/2023 there were 383 calls with a response time of 10 minutes and more.

Based on record review of the call button log on 12/10/2023 from R5, there was 4 calls with a response time of 10 minutes and more.

10 residents were interviewed. 4 out of 10 residents state that sometimes it takes the staff a long time to respond to their pendant alerts. R1 states that sometimes it takes staff up to 40 minutes to respond. R1 states that it takes the longest in the middle of the day and sometimes in the morning between 7:00am – 8:00am. R2 states the response can take up to 30 minutes. R2 states the response time is slow in the middle of the day. R3 states it takes a “long time” for staff to respond if they are busy, especially at dinner time. R4 states the average wait time is about 30 minutes.

4 out of 4 residents states the facility is understaffed which is the reason they cannot respond timely.

Based on staff interview, it was stated that staff should respond to pendant alerts within 10 minutes.

The Department has investigated the above allegation. Based on interview, record review and observation the preponderance of evidence standard has been met, therefore, the above allegation is substantiated. A deficiency was cited today per California Code of Regulations, Title 22.

This report was reviewed with Executive Director, Kippie Castronovo and a copy of the report and appeal rights were provided. See LIC9099-D.