complaint·March 17, 2026

Allegation: Staff are inappropriately charging residents for basic services. The complaint alleges that facility staff does not assist in pushing residents in a wheelchair as needed to ambulate within the facility, unless the resident(s) pay an extra fee. A total of 7 staff were interviewed. Staff stated that wheelchair bound residents are charged for escort & mobility assistance to the dining room and/or to participate in community activities, if their Personal Service Plan indicates they require assistance. However, not all wheelchair bound residents pay for escort services, but staff assist with escort assistance if they are not feeling good and staff are available during dining meal services. All staff denied the allegation. A total of 11 residents were interviewed. One (1) out of 11 stated they are overcharged for wheelchair assistance and they believe it should be part of the basic services offered. Per record review, Brookdale Price Schedule is determined by the service needs of residents; and personal services are a-la-carte charges. Two resident records were reviewed, no discrepancies in their Assessment Summary and Personal Service Plan was noted. Therefore, the allegation cannot be supported. 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 . Exit interview conducted with Executive Director Chanel Sanchez. A copy of the report was issued.