complaint·May 18, 2023

Ten (10) out of ten (10) residents interviewed revealed that facility staff had helped residents on getting them into bed, taking them back to their rooms timely and keeping their oxygen cannulas not on the floor. Four (4) out of four (4) staff denied the allegation. Staff interviews revealed that staff would assist residents to meet residents’ care needs. Per LPA’s observation, staff would assist residents to get into bed and take residents to dining room/back to residents' room. Per facility tours and resident interviews, LPA did not see residents’ oxygen cannula were on the floor during the facility tour. After mealtime, staff would take a few residents back to their rooms at a time to prevent traffic jam or congestion in the hallway and elevator. Other residents would remain at the dining room waiting for their turn. Therefore, facility did not show lack of staff to meet residents care needs. In regard to allegation “contact information of the ombudsman program is not easily accessible to residents and their representatives," it was alleged that facility had no public posting of ombudsman. Ten (10) out of ten (10) residents interviewed could not corroborate the allegation. All four staff interviewed denied the allegation. Per LPA observation, facility had posted the public posting of ombudsman program poster (in size 1.5ft x 2ft) in the lobby next to the resident’s elevator and administrator office. Therefore, facility had posted the contact information of the ombudsman program at the facility’s common area. In regard to allegation “staff required unlawful changes to resident's insurance from resident's representative," it was alleged that facility was unlawfully changed resident’s health Insurance in mid-May effective June 1st. (-continued LIC 9099 C-) Ten (10) out of ten (10) residents interviewed could not corroborate the allegation. Four (4) out of four (4) staff denied the allegation. Staff interviews revealed that some residents’ insurance agency would end its services with the facility on June 1, 2023. Therefore, staff notified residents/responsible parties about their insurance issues on updating/switching their insurance to another insurance agencies to continue their coverage. Administrator explained that a total of 17 residents’ health insurance would end on May 31, 2023. Therefore, a letter was sent to residents/ responsible parties to notify them regarding the end of the service term of their current health insurance. Facility had provided options to residents on agencies selections and residents could make their decision voluntarily. Per file reviews, that particular health insurance agent would end its service term with the facility in June 2023. Notification letters were provided, and phone calls were made to residents/ residents' responsible parties regarding facility suggestions and residents’ options. Residents have right to make selection of their own. Therefore, staff did not require unlawful changes to resident's insurance from resident's representative. 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. An exit interview was conducted with Administrator. A hard copy of the reports were provided.