complaint·October 2, 2024

On 09/19/24, records revealed another package was delivered to R1 and signed by facility staff as received. Staff interviews confirmed they sign for the packages for residents and once it slows down they deliver the package to the resident or the resident stops by the front desk to obtain the package. Staff were not aware of the whereabouts of the package delivered on 09/19/24. R1's interview revealed asking the front desk staff on 09/19/24 for the package, once receiving the delivery message and again each day until delivered. Staff denied being asked for the package on any of the days. The manager's interview stated after talking with staff it was discovered the package was located behind a large air conditioning unit, which was hard to see located at the front desk. On 09/25/24, the package was accidentally delivered to another resident with the same first name. The other resident opened the package and realized it was not their package and it was returned to the front desk. Staff observed the package was opened and used to tape to seal the package back up. On 09/25/24, R1 sent an email to the facility regarding the package still not being delivered, then two (2) hours later that same day, staff delivered R1's package to them. The regulation states the resident has the right to receive unopened correspondence in a prompt manner. Even though there was an issue with the facility providing the package to the incorrect resident. R1 received an opened correspondence seven (7) days late, which was not in a prompt manner. Based on interviews and record review, the preponderance of evidence standard has been met, therefore the above allegation was found to be substantiated. California code of Regulations, Title 22, Division 6 & Chapter 8 is being cited on the attached LIC 9099D. An exit interview was conducted and a copy of this report along with Licensee Rights (LIC 9058 03/22) were provided to Manager, Gabriela Zamora whose signature below confirms receipt of these rights. [See LIC 811 Confidential Names List to identify Resident #1]