Complaint Investigation Report

In addition it was reported the call button pendant system was not working properly as staff were not always responding timely because the system at times would not go to the staff to respond. It was corroborated staff were not alerted when R1 pressed their pendant call button for assistance. Records show the call button was activated, but staff did not hear it.

It was also alleged facility staff did not answer residents' calls in a timely manner in that when residents activate their call buttons during noc shift, a signal is sent to the front desk, however, the front desk was no longer staffed during the noc shift so no one heard it. It was also reported the noc shift staff wear pagers, however the residents’ calls do not go from the front desk to the pagers.

It was corroborated resident R1 used their call button as they needed their PRN medication, staff were not responding and R1 had to leave their room to locate staff. Records show it has taken staff up to 32 minutes to respond to a residents call for assistance. Administrator expressed Issues with the residents pendant calls have also been corrected and staff are alerted when a resident requires assistance and push their call button as the phones are working properly.

Based on the information received and records gathered, both allegations for, Facility's signal system is not working properly and Facility staff did not answer residents' calls in a timely manner are found to be SUBSTANTIATED. A finding that the complaint is SUBSTANTIATED means that the allegation is valid because the preponderance of the evidence standard has been met.

The following deficiencies were observed (see LIC 9099D) and cited from the California Code of Regulations, Title 22, Division 6 of California Regulation. Failure to correct the deficiency and/or repeat deficiencies within a 12 month period may result in civil penalties. Exit interview conducted and appeal of rights provided.