complaint·December 17, 2024

Page 2 LPA Delmundo obtained copies of resident roster and staff schedule and conducted interviews. Allegation: Staff are not responding to phone calls at the facility. FM1 stated that on 08/2023 facility has COVID-19 cases and FM1 called the facility and no one was responding. LPA Delmundo interviewed staff (S2, S3, S4 and AED) who all stated that never was there an occasion when facility phone was broken nor left unanswered. These staff stated there's always 2 staff in front - front desk and concierge - during the day and one at NOC shift. If the staff goes on break, another staff covers. LPA also interviewed a family member (FM2) who stated that whenever FM2 calls the facility, it goes through and answered. Therefore, the allegation is unsubstantiated. Allegation: Staff are not effectively communicating with residents and their families regarding COVID-19 outbreaks at the facility. FM1 stated the above. LPA Holmes interviewed staff (S1 and S2) who both stated they did what they need to do when it comes to reporting and that they are very involved in reporting. LPA Delmundo interviewed AED who stated that he sends email blast to the residents' family whenever facility has COVID-19 outbreak. LPA Delmundo reviewed the documents obtained during the course of investigation which showed that the facility sent email to the residents' responsible persons informing that the facility has positive cases of COVID-19. LPA interviewed FM2 who stated that FM2 receives notifications when facility has positive cases. Therefore, the allegation is unsubstantiated. Based on interviews conducted and records reviewed, the preponderance of evidence standard has not been met, therefore the allegations are found to be unsubstantiated. A finding that the complaint is unsubstantiated means that although the allegations may have happened or are valid, there is not a preponderance of the evidence to prove that the alleged violations occurred. No deficiency cited. Exit interview conducted and copy of this report provided.