Complaint Investigation Report

496803241-10-19-2022-21-AS-CMAZ-CKMTJC-20221028144608

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

SANTA ROSA RO , 1450 NEOTOMAS AVENUE, STE. 100

This is an official report of an unannounced visit/investigation of a complaint received in our office on

08/30/2022 and conducted by Evaluator Victoria Bertozzi

COMPLAINT CONTROL NUMBER: 21-AS-20220830152714

Staff did not treat resident with dignity and respect

Licensing Program Analyst Bertozzi arrived unannounced to deliver findings regarding the above complaint allegation and met with Administrator, Maria Cortes.

Complaint alleges that staff was observed yelling at a resident with a loud and demanding voice. Interview with involved staff confirmed that they raised their voice at the resident adding that the resident had also raised their voice. Staff explained that there are times when they need to be louder to get the resident's attention. Based on interviews, the way S1 communicated was described as sharp, firm and loud with one individual indicating that S1 was rude to residents, staff and families. Involved resident denied being fearful but did state that S1 yelled at them.

The allegation that staff did not treat resident with dignity and respect is Substantiated. A finding that the complaint is substantiated means that the allegation is valid because the preponderance of the evidence standard has been met.

Deficiencies cited from the California Code of Regulations, Title 22, Division 6 of California Regulation. Appeal rights given. Failure to correct the deficiency and/or repeat deficiencies within a 12 month period may result in civil penalties.