Complaint Investigation Report

The Admission Agreement, signed by the family/responsible party on 01/27/2026, included the facility’s Refund/Proration Policy, which stated "All charges will be refunded on a prorated basis upon notice that the Resident's medical condition will not allow a return to the facility. If the resident's leaves the facility for other than a medical condition, a thirty (30) day notice to the facility is required. If the required notice is not provided, the full month's rate is due. If a resident wish to hold a room for any reason (medical or Non-Medical) the rate will not change. To hold a room for any portion of the month's rent must be paid" .

LPA's interviews and record review further revealed all of R1's belongings were removed from the facility on 05/11/2026, therefore, the family/responsible party was entitled to a prorated refund for the remaining portion of the month in accordance with the facility’s policy. LPA's interview with the licensee revealed they previously informed the family/responsible party of R1 to refer to the facility’s refund policy, as they believed at that time the family was not entitled to a refund. During discussion with the LPA regarding the facility’s refund policy, the LPA explained their understanding that the policy allowed for a prorated refund when a resident was unable to return to the facility due to a medical reason and the resident’s belongings had been removed from the facility. The licensee acknowledge the LPA's understanding and stated they would discuss the matter further with the family/responsible party. Based on information gathered during this visit, the department has sufficient evidence to determine this allegation occurred. Therefore, the allegation that "Staff did not provide a refund upon resident's death " has been deemed Substantiated at this time.

The following deficiencies were observed (See LIC 9099-D.) and cited from the California Code of Regulations, Title 22 and California Health and Safety Code. Failure to correct the deficiencies may result in civil penalties.

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