complaint·May 19, 2022

Investigation revealed: Allegation - Staff did not respond to resident's call button in a timely manner. Based on the review of records and interviews conducted, LPA found that the call button is used for all types of needs. The facility call button and alert system is used for emergencies and non-emergencies. When a resident uses the call button, the front desk receives an alert and responds to the resident through their room intercom immediately. Once the alert is received at the front desk, a caregiver is called on a transceiver (two-way radio). The caregiver notifies the front desk of the time frame that they will arrive at the resident’s room. The front desk then calls the resident on the intercom system and communicates the wait time to the Resident. If the Resident reports an urgent (Emergency) need by call button, a Staff member reports to the Resident room without delay. Based on interviews conducted, six (6) of six (6) Residents stated not having any call button response concerns or knowing of any Residents speaking of call button response concerns. LPA conducted interview with (R1), who stated not having used the call button since moving into the facility and commented, “I need assistance but not like that.” LPA conducted interviews with Administrator Fuentes and Staff (S1) – (S3), who stated that staff respond immediately when a call from the resident is placed, and the residents are informed of approximate wait time if Caregivers are providing assistance to other Residents. Staff state an average wait time is 5 - 15 minutes. The front desk notifies the resident on the intercom If the wait will take more than 15 minutes. Staff (S1) – (S3) stated, the front desk always remains consistently staffed to attend the call alert system and supervise the lobby area for safety purposes. When Staff need to leave the front desk, they wait for another Staff member to arrive before leaving. Although the allegation 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. A copy of this report was given to Administrator Susana Fuentes.