Complaint Investigation Report

S1 was made aware of the system been down, so S1 notified R1 to ignore the late fees charges because the charges for late fees were going to be removed. Regarding additional fees, R1 was referred to the clinical department to address their concerns around them, because those charges are named “PSR”, which are based on R1’s needs, which fluctuates each month depending on different levels of care provided that are not determined by S1, the facility has a clinical department that evaluates resident’s level of care. Based on records review, the facility provided an account history report from 1/8/25 through the present are consistent and supporting the agreed amount of $6784 with late fees reversal in the amount of $250. A finding that the complaint allegation of staff not keeping an accurate record of resident’s payments is unsubstantiated meaning that although the allegations may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegation is UNSUBSTANTIATED.