Complaint Investigation Report

It was alleged that the facility did not provide Resident #1 (R1)’s medical records to R1/R1’s authorized representative. LPA interviewed ED Tolentino who stated that records requests go through the facility’s legal team for review and the process takes about seven (7) days. ED also stated that resident admission agreements and incident reports are released, but resident care plans, appraisals, and the facility’s “resident service guidelines” are not released. Interviews with R1’s responsible party stated that no records for R1 were received. Record review revealed that R1’s responsible party made an initial request for records on 10/20/2025. The facility released an incident report and SOC341 for R1 to R1’s responsible party on 10/22/2025. A second request for R1’s "whole file" was made on 10/22/2025. The facility released two (2) incident reports on 10/26/2025, R1’s admission agreement on 10/27/2025, and R1’s medication list on 11/04/2025. Records were released via email to R1’s responsible party. Record review and staff interview confirmed that no care plans or medical records were released. Regulation states that residents or their authorized representatives shall have the personal right to copies of records within two (2) business days. Therefore, based on interview and record review, the allegation “Staff denying authorized representative resident’s medical records” is deemed SUBSTANTIATED at this time.

The following deficiency was observed (See LIC 9099-D) and cited from the California Code of Regulations, Title 22 and/or California Health and Safety Code. Administrator was informed that failure to correct the deficiency may result in civil penalties.

Exit interview conducted. Appeal rights and a copy of the report were provided.