Complaint Investigation Report

The complaint alleges that Staff is overcharging for services not received. Based on review of R1’s admissions agreement, services are all inclusive; there is no breakdown in charges for particular services therefore the allegation that Staff is overcharging for services not received is unsubstantiated.

The complaint alleges that Staff did not ensure a resident attended scheduled appointment; stating that the facility did not take R1 to scheduled appointments on 9/4/24 and 9/20/24. The complainant stated that staff (S1) was told about the appointments. LPA interviewed S1 who stated that they were unaware of the appointments. LPA also audited the appointment system which runs through the Reception Desk. The system found two appointments listed for 9/19/24 and 10/02/24 (note says family is taking). Neither of the dates match those of the missed appointments. LPA was unable to corroborate the allegation therefore the allegation that Staff do not ensure resident attended scheduled appointments is unsubstantiated. As there is a lack of evidence to substantiate that Staff were aware of appointments, there is not enough corroborating evidence to support the allegation that Staff caused R1 not to receive therapy while in care. Although the allegations may have happened there is not a preponderance of evidence to substantiate the allegations therefore the allegations are unsubstantiated.