Complaint Investigation Report, 04/12/2023 — Sage Mountain Senior Living, Thousand Oaks CA

The allegation of ‘Facility staff does not respond to resident's requests for assistance in a timely manner’ alleges staff do not respond timely to Resident #1 (R1) when they use their pendent for assistance. On 04/07/2023, the LPA conducted an interview with R1 who stated pendent call wait times varies and can sometimes be thirty minutes to an hour before staff respond. During the 04/07/2023, the LPA also conducted interviews with three caregivers which revealed response times vary depending on how busy they are, but they were not aware of response time being longer than 30 minutes. The LPA reviewed the pendent call records for R1 between March 7 th, 2023 and April 7 th , 2023. Record revealed the following response times over 20 minutes; March 9th 38 minutes (m) 36 seconds,(s) (6:27 AM, March 10 th 34m 23s (10;48 AM), March 11th 1 hour (h) 1m 12s (6:30 AM), March 11 th 28m 29s (8:23 AM), March 11 th 30m 46s (12:08 PM), March 11 th 34m 29s (12:57 PM), March 12 th 31m 17s (7:23 PM) March 13 th 50m 55s (7:52 AM), March 13 th 51m 2s (9:18 AM), March 14 th 51m 42s (7:36 AM), March 14 th 42m 49s (3:36 PM), March 14 th 1 hr 4s (6:04PM), March 15 th 37m 4 s (7:04 AM), March 15 th 31m 41s (6:39 PM), March 1 th 29m 23s 7 (6:52 AM) March 17 th 25m 53s (8:13 AM) March 18 th 30m 6s (2:31 PM), March 18 th 26m 54s (6:02 PM), March 21st 38m 30s (11:15 AM), March 22nd 2h 21s (6:34 PM), March 23rd 31m 3s (6:37 AM), March 23, 34m 57s (5:58 PM), March 23 rd 29m 49 s (9:30 PM) , March 24th 1 hr 2m 23s (2:40 PM), March 25th 58m 20s (7:14 AM), March 25 49m 53s (9:27 AM) March 26 th th 25m, (12:05PM), March 27 th 36m 14 s (12:54 PM), March 27 th 35m 14s (7:23 PM), March 28 th 26m 45s (2:37PM), March 29 th 50m 14 s (7:43 PM) March 30 th 51m 38s (6:29 AM) March 30 th 45m 41s (5:20 PM), March 31 st 38 m 41s (6:23 PM), April 1 st 1hr 12m 24 s (7:27 AM), April 1st 34m 56 s (12:56 PM), April 2nd 49m 43s (8:40 AM) April 2nd 30m 11s (2:26 PM) April 3 rd 34m 27s (7:25 AM), April 3 rd 1h 12m 5s (6:17 PM), April 6 th 34m 8s (6:53 PM) April 6th, 41m 15s , (8:44 PM), and April 7 th 46m 18s (9:34 AM).

Based on the information obtained, there is sufficient evidence to support the allegation occurred. Therefore, the allegation of 'Facility staff does not respond to resident's requests for assistance in a timely manner’ 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. Failure to correct the deficiencies may result in civil penalties. Exit interview and report reviewed with Jill Ford. A copy of the report and appeal rights were provided.