Complaint Investigation Report

Information provided was that Staff are slow to answer the door, sometimes not answering for 10 minutes or longer. Staff interviewed denied allegation and reported that sometimes have the music on loud for clients and may take a while to hear someone at the door. Staff reported that they are not short staff and are able to meet clients needs. Clients able to communicate with LPA were interviewed and three (3) out three (3) clients interviewed confirmed that sometimes the music is on loud at the facility and they like that. Client reported that currently there are 2 to 3 staff and are satisfied with the staff. Based on the above information gathered although the allegation may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegation “ Staff do not respond timely to authorized representative ” is deemed UNSUBSTANTIATED at this time.

Regarding allegation “Staff do not seek timely medical service for clients and Staff do not provide adequate transportation”. Information was provided that facility does not arrange or have transportation for clients use to visit family, go to doctors’ appointments, and participate in community events. It was reported that staff stated that they are short staffed therefore unable to provide transportation. Interview was conducted with administrator, and she reported that clients are provided transportation to medical appointments and other outings. Transportation is not provided for family visits. Administrator denied being short staff and reported that they have sufficient staff to meet the clients’ needs. Current there is only one client that required one on one staff for set mount of hours. According to administrator and clients interviewed there are three (3) staff on duty through-out the day and 1-2 staff for the night shifts. Administrator stated that she assists with making medical appointments for the clients. Administrator showed LPA the logbook of all clients scheduled medical appoints and documentation of the visits to, including but not limited to dental appointments and other special medical appointments. Client records were reviewed on 09/29/2023 and 10/03/2023 and no discrepancies were found. Other potential witnesses interviewed did not report any concerns or issues with the clients’ medical services or transportation at this time. Based on the above information gathered although the allegation may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegation “Staff do not seek timely medical service for clients and Staff do not provide adequate transportation” is deemed UNSUBSTANTIATED at this time.

Exit interview conducted. A copy of the report was provided.