complaint·November 17, 2023

Staff (S1) stated he has throat problem and denied yelling at any residents. One of the 3 residents (R3) interviewed stated that although S1 never yelled at R3, R3's head set is on at times and may not hear S1 yelled at others. The other 2 residents stated S1 yelled at them. An individual (W4) was interviewed and stated that when one of the resident who is no longer at facility rang the buzzer several times, the staff who no longer works at the facility said to the resident, "Okay, okay" in a different tone. Based on the information obtained, the allegation is unsubstantiated. Exit interview conducted. Appeal Rights, LIC9098 Proof of Correction form and copy of this report provided. Although R1 confirmed the allegation, all 4 staff interviewed stated they were never rough in assisting and/or handling residents. Three individuals (W1, W2, W3) who come to the facility to visit stated not observing S1 and/or other staff handle residents in a rough manner. The other 2 residents stated the staff are not rough in assisting them. Allegation: Staff speaks to resident in an inappropriate manner. It was alleged that S1 told resident R1 that S1 wishes R1 would die already. LPA interviewed S1, and S1 stated R1 fell from bed before and when S1 sees R1 sleeping with bed inclined, S1 tells R1 that R1 may fall again and break his neck. This may have been misinterpreted by R1. The other 3 staff and 2 out of 3 residents interviewed stated all the staff never talked to them inappropriately. Allegation: Staff are unable to communicate with residents due to language barrier. Although it was alleged that a family member felt the complaint is possibly because of the language barrier, staff were able to communicate when LPA interviewed all 4 staff in English. LPA observed all to them able to express themselves and able to communicate with the administrator and residents. All 3 residents and 2 family members stated all the staff are able to communicate with them in English and they understand them. Based on all information gathered, the allegations of ' Staff handles resident in a rough manner', ' Staff speaks to resident in an inappropriate manner', and ' Staff are unable to communicate with residents due to language barrier' are closed as unsubstantiated. A finding that a complaint is unsubstantiated means that although the allegations may have happened or are valid, there are not enough preponderance of evidence to prove that the alleged violations occurred. No deficiency cited. Exit interview conducted and copy of this report provided.