Complaint Investigation Report

R1 stated that they get assistance from all staff when needed including assisting them to place phone calls because they are learning to use their new device, but they did not provide any supportive information regarding staff not allowing them to use their phone. Interviews conducted by LPA with staff (S1 & S2) indicated that they are assisting residents when they need to make a phone call to anybody, they help by locating the contact name of the person that they want to call, then they leave the room to allow them to have privacy. Based on LPA's observations, residents who has a cellphone, the devices were in their possession at the time of visit and they were able to locate them. Also, LPA observed staff's interactions with residents where they were able to held a conversation with residents in care. Based on records review of the facility admission agreement page #13-14, item E regarding guest visits and communication, the facility visiting hours are between 10am- 6pm daily, offers telephone services as follow: “personal calls are accepted from 10am to 7pm, except urgent matters”. Based on records review, R1's physician report indicates that R1 doesn't have any cognitive challenges. Based on interviews, observations and records review, LPA is unable to determine if a violation of personal rights occurred at a prior date. A finding that the allegation of facility violating resident's personal rights is unsubstantiated meaning that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED.