complaint·June 11, 2024

another home health agency. Staff #1 advised the woman that they would have to call the Administrator for clarification and the woman told Staff #1 that she could speak with the Administrator, but she was going to see the Resident #1 and walked away. Per the woman, Resident #1 was not happy with her current home health agency and that they did nothing for Resident #1. Per Staff #1, the woman had already called a few minutes earlier while she was looking for parking and spoken with a co-worker and had already obtained Resident #1's room number. Per interview with Resident #1 and Resident #2, roommate, they were confused. The woman said she was from Sherman Oaks Hospital and they did not know why she was there. Resident #1 thought they did something wrong. Per Resident #1, the woman asked about showers and the woman was told that the facility charged $400 a month for showers and the woman advised that the showers would be free with her agency, the woman asked where they obtained their medications, laundry services and many other questions. Per Resident #1, they were already receiving home health services and was very happy with the current home health agency. Per Resident #1, they were lead to believe that the women was collecting information for the hospital since a follow up visit was pending at the hospital. Per Resident #1, they did not request home health services. Per Resident#1, the woman had her sign documents handed to her during the room visit but no explanation was given. Per Staff #1, the Administrator was contacted and the phone was given to the woman during her visit to Resident#1's room. Per the Administrator, she had no idea what this visit was all about since Resident #1 never informed her that she was unhappy with the current home health agency or no new orders were received. She did not prevent the visit as Resident #1 is allowed to chose own home health agency and asked the woman to call her the following day to discuss the matter. On 6/5/24, Resident #1, who was still confused, approached the Administrator and asked her why the woman who spoke with her and had her sign documents since she never requested a new home health agency. The Administrator advised Resident #1 that they could call the agency together to straighten out things. The call was made utilizing the speaker phone from the Administrator's office. The Administrator informed the woman for the reason for the call. Resident #1 indicated that they were happy with the current services and the woman went off on the Administrator and loudly accused her of manipulating Resident #1. The woman indicated that the resident was not happy with the current home health services and that the resident had the right to choose their own home health agency. A gentleman also loudly joined in the telephone conversation. Per the Administrator, she was not allowed to say anything. Per Resident #1, they did not feel emotionally abused, intimidated or felt that their personal rights were being violated by the Administrator. They felt supported by the Administrator who was looking out for them. It was the woman and gentleman who were the aggressors. The Administrator did not yell. This was also confirmed by Staff #2. Per Resident #1, this is the first place that she feels like she belongs. Based on the interviews conducted, there was insufficient evidence to support the allegations that the staff emotionally abused resident and staff violated the resident's personal rights. Therefore the findings for both the allegations are unsubstantiated. Exit interview was conducted.