Complaint Investigation Report

Administrator reported that the resident was moved from the infested room and an exterminator called, who responded in less than 24 hours, treating the infestation in the room and began a multi-step mitigation treatment for the building to ensure the bug infestation was isolated and treated completely. A statement from exterminator for the initial treatment is dated 2/16/2026. Based on the review of the exterminator’s treatment plan and moving the resident the allegation that Staff are not addressing bed bugs at the facility is Unsubstantiated. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is unsubstantiated.

The complaint alleges that Staff do not provide residents with laundry service and Facility is malodorous . The complainant stated that due to lack of staff, residents are not receiving laundry service, that the facility smells bad and that residents' rooms are not being cleaned. LPA reviewed staffing schedules and timesheets for the laundry/housekeeping team and found adequate staffing. In addition, the facility has large capacity washers and dryers to wash residents’ clothes and beddings on demand, so soiled bed linens and clothing are washed quickly, without soiled linens producing malodorous smells. LPA toured the facility on several occasions (04/30/26, 07/02/26, 7/9/26) and checked several rooms on the first floor, second floor, hospice unit and memory care unit and found rooms to be clean and well-maintained, with no foul-smelling odors from garbage, soiled incontinence products or soiled laundry therefore the allegations that Staff do not provide residents with laundry service and Facility is malodorous are unsubstantiated. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is unsubstantiated.

The complaint alleges that Staff do not serve residents meals free from contamination. The complainant states that staff serves residents expired food. Complainant stated that months ago residents became sick with diarrhea and vomiting and complainant feels that the residents' illnesses were related to the expired foods. LPA reviewed records and found no reported outbreaks at the facility within the last year. LPA inspected the kitchen on (10/17/2025, 4/30/2026, 7/7/2026) and found the kitchen to be clean and sanitary. Food was stored as per regulation, with expiration dates visible. No foods were found to be expired. Dietary staff were observed to be using appropriate food-handling protocols. Based on LPA’s observations the allegation that Staff do not serve residents meals free from contamination is unsubstantiated.