Complaint Investigation Report

It was alleged that staff are not following resident's admissions agreement. It was reported that in the admissions agreement, it states the facility will provide activities for all residents as well as transportation. Record review of admissions agreement revealed the facility outlines the standard services that are included with the monthly rate on page 5 of 44. Per the facility’s admissions agreement, it is notated that planned activity programs including assistance with arrangement for utilization of local resources and assistance in arranging your transportation to medical and dental appointments, shopping and recreational facilities, and religious activities is offered to all residents. Interviews with residents revealed activities are being offered by the facility; however, there are certain activities residents enjoy participating in and would like the facility to offer them more often throughout the week. Additionally, residents stated the facility has drivers only on Tuesdays and Thursdays and anything outside of those two (2) days would require the resident to schedule transportation with Dial-a-Ride. However, residents reported the facility is assisting them in making the arrangements. Based on interviews and record review, the Department does not have sufficient evidence to support the allegation of “staff are not following resident’s admissions agreement”. Therefore, the allegation is deemed Unsubstantiated at this time.

It was also alleged that staff are not providing resident's an itemized list of fees. It was reported that facility has charged services but does not provide residents with a breakdown of how the amounts are being calculated. Interviews with staff revealed the monthly bills are sent out directly from corporate and everything is itemized including the basic care plan and anything else that was added or included as an additional fee. Interviews conducted with family members revealed the monthly bills they receive are informative and the bill indicates exactly what service and day it was provided. Additionally, interviews with residents revealed their family members have communicated with the residents to confirm if extra charges on the monthly bill were provided to them. Based on the information obtained and reviewed, the Department does not have sufficient evidence to support the allegation of “staff are not providing resident’s an itemized list of fees”. Therefore, the allegation is deemed Unsubstantiated at this time.