Complaint Investigation Report

It was alleged that facility staff are unable to communicate with resident due to a language barrier. It is the Reporting Party (RP) concern that staff does not speak English. Information gathered during the course of the investigation reflected that Staff #1 (S1) and Staff 2 (S2) can speak limited English proficiency. However, family members reported no concerns communicating with staff members, also despite the staff’s basic English skills, any concerns or issues can be promptly addressed by texting or calling the Administrator. Family members emphasized that the Administrator is responsive and ensures that issues are resolved in a timely manner. Additionally, S1 and S2 confirmed that if they have any questions or need clarification, they contact the Administrator directly via phone. Based on the above information gathered although the allegations may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegations “Staff are unable to communicate with residents due to a language barrier” is deemed unsubstantiated at this time.

It was alleged that facility staff interfere with resident visits and residents are isolated in their rooms by staff. It is the Reporting Party (RP) concern that staff “hovers” over residents and residents are always in their rooms. Information gathered during the course of the investigation reflected that staff don’t linger over residents or their visitors during visitation. While at the facility today, the LPA observed multiple family visits. At 10:25 A.M. a family member was visiting Resident 1 (R1). R1 was seated in a recliner in the common area. During the visit, LPA did not observe any staff members nearby or interrupting their conversation. At 12:15 P.M., LPA observed Resident #2 (R2) having lunch with a visitor at the dining table. Staff were present in the dining area, assisting residents, but did not interfere with the visit. At 12:30 P.M. LPA observed R2 and their visitor outside in the backyard talking for approximately one (1) hour without staff presence or interruption. Additionally, LPA observed residents freely utilizing the common areas in the morning after breakfast and during lunch. Based on the above information gathered although the allegations may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegations “staff interfere with resident visits” and “Residents are isolated in their rooms by staff” are deemed unsubstantiated at this time.