Complaint Investigation Report

It was alleged that staff do not communicate with responsible party regarding resident's care. It was reported that Resident #1’s (R1’s) responsible person repeatedly contacted the facility requesting to speak with the ED regarding concerns about R1’s care and billing. Record review and interviews conducted revealed that R1 is renting a two-bedroom apartment; however, payment has been received for only one bedroom for the month of January. Staff interviews indicated that the Business Director (BD) is responsible for handling all billing-related matters. As this issue involved billing, the BD contacted R1’s responsible party and informed them that the rent was past due. Additionally, staff reported that R1’s care has not changed. R1 remains independent, and the only service currently provided by the facility is medication management. Therefore, no changes to R1’s care plan have been made. Based on the information obtained and reviewed, although the allegation may have occurred or may be valid, there is insufficient evidence to determine whether the alleged violation did or did not occur. Therefore, allegation “staff do not communicate with responsible party regarding resident’s care” is deemed Unsubstantiated at this time.

It was also alleged that staff did not allow resident to have visitors at the facility. It was reported that R1’s visitor was not permitted to enter the facility to visit R1 on 12/17/2025. Record review and interviews conducted revealed that an incident occurred involving R1’s visitor and another resident. Staff reported that R1’s visitor was not denied access to the facility; however, the visitor was instructed not to walk through the facility searching for or disturbing other residents. Staff stated that visitors are permitted to visit residents at any time; however, all visitors are required to comply with the facility’s house rules while on the premises. According to the admissions agreement, page 12 under “House Rules,” it states: “Residents and their families or visitors must not be disruptive, create unsafe conditions, or be physically or verbally abusive to residents or community staff.” The incident was communicated to R1’s responsible person, who was informed that R1’s visitor would be permitted to visit provided the visit was limited to interacting with R1 only and not with other residents. The ED reported being away from the facility at the time of the incident but stated that staff communicated with them to ensure R1’s responsible person was informed.