Complaint Investigation Report, 03/18/2026 — Watermark at San Jose, the, San Jose CA

Staff are not following a resident's hospice care plan:

The allegation is that the facility staff did not provide shower service to resident R1, did not reposition R1, and did not provide catheter care service to R1.

On 01/16/2026, LPA interviewed Assisted Living Director (ALD). ALD stated resident R1 uses external catheter and it does not need nurse to change external catheter or empty the catheter bag. ALD stated Med Tech, caregivers, and resident's family member are allowed to provide external catheter care to resident. ALD stated R1's family (FM) requested to do R1's external catheter care. ALD stated R1 needs shower/bath 2 times per week and R1's hospice care agency conducts the shower service for R1. ALD stated FM repositions R1 every 4 hours and the facility just provides reminder and assistance for R1's reposition. ALD stated FM requested the facility to provide "minimal" service to R1, and FM and R1's spouse (FM1) can provide care to R1 because FM is most of time in R1's room and FM1 is R1's roommate. ALD stated he/she is unsure if FM has financial concern and requested the facility to provide minimal service to R1.

LPA interviewed Health and Wellness Director (HWD). HWD stated R1 uses external catheter and it does not need nurse to do the external catheter care. HWD provided R1's care plan to show that R1's external catheter care is conducted by FM, R1's showers is conducted by R1's hospice care agency, and FM conducted the reposition for R1 every 4 hours and the facility staff just provide reminder and assistance for R1's reposition. HWD stated FM requested that staff not to enter R1's room between 10:00PM to 6:00AM. HWD stated FM requested staff to check R1 every 4 hour and FM will use call button to call the facility if R1 needs assistance. HWD stated FM signed all R1's care plans.

On 02/26/2026, LPA interviewed HWD. HWD stated in 01/08/2026 meeting, FM requested the facility not to enter R1's room between 10:00PM to 6:00AM. HWD stated on 1/14/2026, FM changed R1's hospice care agency.