complaint·October 28, 2025

Resident records are not readily available to facility staff. – UNSUBSTANTIATED It was reported that the facility’s wifi / internet has not been functioning and as a result there is no access to resident medical records. On 09/04/2025 the new internet vendor completed installation of temporary routers throughout the building and hot spots have not been used since that date. LPA reviewed an email to the licensee from AT&T which states that AT&T will complete service activation on 10/30/2025. Executive Director stated when the facility’s internet service was not functioning staff were accessing resident records using hotspots. The facility’s IT department had required them to use an authenticator to ensure security (dual factor authentication). AT&T installed temporary routers in various locations throughout the facility and staff stopped using hotspots on 09/04/2025. On 08/28/2025 LPA issued a physical plant citation partially related to the facility’s wifi being in disrepair. The facility has obtained advice and permission from their IT department that hotspots are secure to use and is requiring staff to use an authenticator in order to access resident records. This allegation is unsubstantiated. Continued on LIC9099-C Staff mismanaged residents' medications. – UNSUBSTANTIATED It was reported that the facility’s wifi / internet has not been functioning and as a result medication has been mis-managed. On 09/04/2025 the new internet vendor completed installation of temporary routers throughout the building and hot spots have not been used since that date. LPA reviewed an email to the licensee from AT&T which states that AT&T will complete service activation on 10/30/2025. Executive Director stated when the facility’s internet service was not functioning staff were accessing resident records using hotspots. The facility’s IT department has required them to use an authenticator to ensure security (dual factor authentication). AT&T installed temporary routers in various locations throughout the facility and Staff stopped using hotspots on 09/04/2025 There were no reported medication errors during this time. On 08/28/2025 LPA issued a physical plant citation partially related to the facility’s wifi being in disrepair. The facility has obtained advice and permission from their IT department that hotspots are secure to use and is requiring staff to use an authenticator in order to access medication records. This allegation is unsubstantiated. Facility is malodorous. – UNSUBSTANTIATED It was reported that the memory care section of the facility smells horrible due to the carpet being unsanitary. LPA reviewed a schedule for carpet cleaning services for October 2025 on the dates of 10/02/2025, 10/16/2025, and 10/30/2025. LPA reviewed invoices from High Tech Cleaning & Restoration for services rendered on the dates of 09/04/2025 and 09/18/2025. LPA did not observe an odor on the dates they visited the facility’s memory care unit. LPA did observe significant staining of the carpets in the common areas. This allegation is unsubstantiated. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove that the alleged violations occurred, and the findings are UNSUBSTANTIATED. No deficiencies cited. Exit interview conducted and a copy of the report was provided to Executive Director April Kale.