complaint·March 17, 2026

Allegation: Staff failed to respect resident’s privacy while in care Investigation Finding: Substantiated During investigation, LPA interviewed reporting party (RP), responsible party (DPOA), and staff (ADM, S1, S2). DPOA stated that on 11/06/25, resident (R1) was in her bedroom conversing via speaker phone with her. In the middle of their telephone conversation, staff (S1) physically went inside R1’s bedroom after eavesdropping on R1 and started interjecting in DPOA and R1’s telephone conversation, explaining why staff failed to provide timely service to R1. Review of audio recording dated 11/06/25 confirmed that staff failed to respect resident’s privacy while in care. Based on the department’s observations and interviews which were conducted and record review(s), the preponderance of evidence standard has been met, therefore the above allegation(s) that staff failed to respect resident’s privacy while in care was found to be substantiated. Deficiency is cited per Title 22 California Code of Regulations and listed on LIC9099D. Failure to submit proof of corrections (POC) by plan of correction due dates and/or any repeat deficiencies within a 12-month period may result in civil penalties. Exit interview conducted. Appeal Rights and a copy of this report provided. Allegation: Staff verbally abuse resident in care Investigation Finding: Unsubstantiated During investigation, LPA interviewed reporting party (RP), responsible party (DPOA), and staff (ADM, S1, S2). DPOA reported that staff (S1, S2) accused R1 of complaining to her family constantly about the food they prepare for her, that they even spend their own money to buy food for her, that the amount of money R1 pays for her stay at the facility is nothing because of the high cost of food and that she is a “ big problem for them”. DPOA stated staff commented to R1 on 03/02/26 that “We are not being paid enough to care for you. You constantly complain to your family that the food we serve you is no good.” DPOA stated that staff raised their voices at R1 even though she was wearing her hearing aids and could clearly hear them. DPOA stated that after R1’s encounter with S1 and S2 on 03/02/26, R1 stayed in her room feeling belittled, hurt and depressed. ADM talked with R1 about the incident the same day and followed up with S1/S2 who denied verbally abusing R1. S1, S2 stated that sometimes R1 does not wear her hearing aids which would require them to increase the volume of their voices so that she could hear them. Staff denied yelling at R1. LPA also interviewed other staff (S3) and residents (R2, R3) who did not witness staff yell or verbally abuse R1. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did occur, therefore the allegation that staff verbally abuse resident in care is unsubstantiated. Exit interview conducted and copy of report provided.