Complaint·March 13, 2025

LIC9099-C (Page 2) Allegation: Staff do not respond timely to the residents alert. Finding: Substantiated On 03/05/2025, LPAs L. Alexander and K. Nguyen interviewed fifteen (15) residents (R). R2, R3, R4, R6, R7, R8, R9, R13, R14 all stated that when they use their call button for assistance with care, it will take from 20 to 30 mins before someone comes to their room to respond. R2, R3, R4, R6, R7, R8, R9, R13, R14 stated that the caregiver comes to the room, turns the light off and then never returns. R7 most of the time it is during the night shift that doesn’t show up to work and weekends. R5 stated that once they had to wait for the following day before someone would come help them. R5, R10, R12 and R15 stated that they have no use for the call button. R5 stated that they heard their neighbor yelling out to the staff for help and said, “I pressed my call button but how come no one here to help me”. R5 further stated that the staff came to their neighbor’s room and just said I will come back but never did. On 03/05/2025, LPAs tested the call button while waiting for a response in a resident’s room. The time of the test was around 1:00 pm and it took approximately 16mins before a caregiver responded. Based on LPAs observations and interviews which were conducted and record reviews, the preponderance of evidence standard has been met, therefore the above allegations are found to be SUBSTANTIATED . California Code of Regulations (Title 22, Division 6, Chapter 8), are being cited on the attached LIC 9099D. Exit interview conducted. Appeal Rights and a copy of this report provided. LIC9099-C Allegation: Staff do not meet the residents hygiene needs. Finding: Unsubstantiated On 03/13/2025, LPA interviewed witness (W). W1 stated that there were a number of residents at the facility who require and have requested nail care, but are not getting them regularly. W1 stated they are also told they cannot have more than one shower. , the nail care is still not being done regularly, and neither is the showers, due to there not being enough staff to provide the services. LPA interviewed residents (R). R1, R2, R3, R4 and R5 all stated that they get their showers which is scheduled. R1 stated that they get one (1) shower a week but they don't want more than one and it is there choice. LPA interviewed staff (S). S1 stated that they implemented a nail care schedule and that one of the Med Techs is following up with all the residents that need nail care. LPA reviewed Walnut Creek Willows Wellness Log dated 02/07/2025 that included all residents in both North and South wings with a schedule to have nail care scheduled and completed. Allegation: Staff do not properly safeguard a resident's personal belonging Finding: Unsubstantiated LPA did not receive any details to which resident was missing items delivered on one day and then missing the next day. LPA interviewed S1 about missing delivered items and S1 stated when packages are delivered the facility gives the items to the residents. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED . Exit interview conducted and a copy of this report provided.