Complaint Investigation Report

It was alleged that facility staff are not responding timely to residents’ alerts. LPA interviewed staff and residents related to the call button system and wait times. The facility utilizes a system where residents have a pull cord in their rooms near their bed, as well as one in the resident’s restroom, which triggers a light on the outside of the resident’s door as well as a light in the main dining room and at the front desk. During the day, front desk staff call on the walkie talkie when the panel lights up to inform care staff to go assist the resident. During the night, when front desk staff are not present, the care staff are responsible for walking around and paying attention to the call light panel. Resident interviews revealed that depending on the time of day and how busy the staff are, the time elapsed from pulling the cord to a staff responding to their room can be anywhere from a few minutes to an hour, but most often it’s 15-20 minutes before the staff respond. One resident indicated the staff “take their sweet time” when responding to the call light. Staff interviews revealed that while the workload is usually manageable, at times, the residents have to wait some time for assistance during the busier times of the day. Therefore, based on interview, the allegation that “facility staff are not responding timely to residents’ alerts” is deemed SUBSTANTIATED at this time.

Pursuant to Title 22 of the California Code of Regulations Division 6, Chapter 8, the following deficiency was cited (refer to LIC 9099-D). Failure to correct the deficiencies may result in civil penalties.

Exit interview conducted. A copy of the report and appeal rights were provided.