complaint·August 5, 2021

INVESTIGATION REVEALED THE FOLLOWING: Allegation: Resident missed her medical appointment The complainant alleges resident was notified two days before a medical appointment that facility would no longer be providing transportation to and from their medical appointments, causing resident to miss their appointment. LPA reviewed facility admissions agreement page 3, which states facility will assist with necessary medical or dental transportation at cost listed, which depends on the amount of time needed for the trip. LPA spoke with administrator Susie Fuentes regarding missed medical appointments for residents. Per Administrator Fuentes the facility does not have its own vehicle to use for resident transportation. The facility was using Uber to get residents to their appointments and had not been charging them. Ms. Fuentes stated she informed residents that Uber was still available, but facility would be charging for its use. As a result, some residents used Uber to get to their medical appointments while others used a transportation service like Access or contacted their families for transport. Per Ms. Fuentes, no residents missed their medical appointments, nor did they need to reschedule. LPA spoke to residents (R1-R7) regarding missed medical appointments. Resident mentioned in allegation was not available for interview. Out of those interviewed, 5 out of the 7 stated they have not missed medical appointments. LPA also interviewed staff (S1-S6) and 4 out of the 6 stated residents had not missed medical appointments. Based on information gathered, the Department did not find sufficient evidence to support the allegation mentioned above. Allegation: Staff refused to provide transportation for resident's medical appointments The complainant reported staff have refused to provide transportation for resident’s medical appointments. LPA spoke to administrator who stated facility has Lyft account, she has used uber for one residents appointments and other residents have set-up Access services, use medical transportation or Gardena transit. LPA was given copies of Uber receipts. LPA interviewed residents (R1-R7) about transportation and was told they use a variety of the following: the facility helps set it up, they use Access, drive, public transport or medical transport. When asked if the facility assisted with transportation 5 out of 7 state the facility helps. LPA also asked if facility had ever refused to assist them with transportation, and 4 of the 7 said no. LPA interviewed staff (S1-S6) about transportation, and was told by 5 out of 6 that facility assists with transportation. Based on information gathered, the Department did not find sufficient evidence to support the allegation mentioned above. Continued on 9099-C Allegation: Staff failed to meet residents' hygiene needs The complainant reports resident’s family buys hygiene products for the resident because facility does not provide them. LPA reviewed admissions agreement page 4, which states the facility will assist with the ordering of supplies and assist with personal hygiene. Administrator stated that facility provides supplies for those on the Healthy Families program but for everyone else the resident or the family is responsible to provide hygiene supplies. The facility does have a stock of donated care packages which are given to those who don’t have s upplies. LPA interviewed residents (R1-R7) and of those interviewed, 7 out of 7 stated the facility did not provide hygiene supplies and 5 of those 7 indicated they could purchase it on their own. LPA spoke to staff regarding hygiene supplies and 5 out of 7 stated facility does not provide hygiene supplies. Based on information gathered, the Department did not find sufficient evidence to support the allegation mentioned above. The Department’s investigation consisted of an inspection of the facility, observation, analysis of (R1)'s service records, incident report, and interviews conducted and found no evidence to support the allegations: " Resident missed her medical appointment, Staff refused to provide transportation for resident's medical appointments , Staff failed to meet residents' hygiene needs Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations, did or did not occur, therefore the allegations are Unsubstantiated . An exit interview was conducted with Susie Fuentes and a copy of the report was provided by email. Allegation: Insufficient staffing to meet the residents' needs The complainant reported that whenever residents need help the staff does not assist them in a timely manner due to lack of staffing. LPA spoke to administrator who stated that she believed the facility could use a few more staff and that she was in the process of hiring more. LPA interviewed residents regarding the lack of staffing and of the 7 interviewed, 6 stated that there was not enough staff. Interviews with staff showed that 2 out of 6 staff believe there is not enough staff. Based on LPA’s observation and interviews conducted, the preponderance of evidence standard has been met, therefore the allegation of " Insufficient staffing to meet the residents' needs " is found to be: Substantiated . California Code of Regulations, Title 22, Division 6, Chapter 8, is being cited on the attached LIC 9099-D. An exit interview was conducted with Susie Fuentes. The Rights were discussed and a copy of Appeals Procedures for Licensees was provided, as well as a copy of this report to the Administrator.