Complaint Investigation Report

On 04/10/2025, LPA Conway, conducted an initial complaint visit. During that visit, LPA conducted a tour of the physical plant, obtained copy of the resident and staff roster and obtained pertinent information relevant to the investigation. Between 10:30 A.M. and 2:30 P.M. LPA conducted interviews with the ED, Maintenance Director, Director Culinary Services, four (4) residents and two (2) staff members. Throughout the course of the investigation, LPA reviewed all documents obtained and conducted telephonic interviews with additional credible witnesses and other relevant parties. The following was then determined:

The complaint alleges that the facility provides poor-quality food, limited quantities, and lacks water access to residents. The reporting party expressed concern that facility is experiencing food and water shortage.

Interviews with residents revealed mixed feedback regarding food service. Some residents were frustrated by occasional unavailability of specific menu items -such as vanilla ice cream, beets and sourdough bread- despite being listed on the menu, while others shared positive comments, stating that the quality of the food has significantly improved since the facility hired a new Culinary Director. All residents interviewed confirmed that meals have consistently been served as scheduled, with adequate portions and able to get second servings upon request. Additionally, snacks are also accessible at the “Anytime Café” between meals.

Interviews with the ED and a walk-through of the facility conducted on 04/22/2025, confirmed that the facility has not experienced shortages of food or water. A large supply of purified water in a storage room, bottled waters and multiple water dispensers were observed. Some water dispensers were low or empty. The LPA discussed this with the ED, who agreed to instruct staff to monitor and refill the dispensers regularly as part of their rounds and ensure regular refills. Two (2) new water dispensers were also installed in the theater room and the upstairs activity room to improve access to residents on all floors. Regarding concerns about food shortages, the Director of Culinary Services reported regular food deliveries twice a week, with occasional substitutions due to vendor shortages, but stated the facility has never run out of food. Record review reflects that the facility receives food deliveries from Sysco every Tuesday and Friday.