complaint·April 15, 2022

Regarding the allegation: Staff are not providing a safe environment for residents It was alleged that staff have had inappropriate interactions with residents, which has created an unsafe environment. For example, it was alleged that a staff threw a tray at a resident. To investigate, the LPA conducted interviews with residents and staff. Staff and residents confirmed that they have observed, overheard, or experienced elevated behavior from Staff #1 (S1). For example, interviews with staff and residents revealed that Staff #1 (S1) threw an insulin pen at a resident. It was mentioned that S1 was upset and responded in that manner because S1 was no longer allowed to help the resident administer the insulin injection. Staff #2 (S2) admitted to becoming frustrated with residents when they have had trouble being understood by the residents. This has prompted S2 to stop interacting with those residents to eliminate disagreements or further conflict. Interviews further revealed that S1 will display unwillingness to assist residents with requests when they are bothered. Staff interview revealed that Staff #3 (S3) has inappropriately handled residents when waking them, by taking off their blankets and forcing them up when they are not ready. Based on the investigation, there is sufficient evidence to support the claim that staff are not providing a safe environment for residents. This allegation is deemed Substantiated at this time. Regarding the allegations: Staff yelled at resident AND Staff are not treating residents with respect It was alleged that staff yelled at residents. In addition, it was alleged that staff are demeaning and have no respect for the residents. To investigate, the LPA conducted interviews with residents and staff. In particular, it was mentioned that S1 and S2 have yelled at residents. Interviews revealed that due to staff having difficulty in communicating with residents, staff are not always able to transmit information or directions in a compassionate manner. Interviews confirmed that S1 and S2 have trouble communicating with English only speakers as their English may be fragmented and incomplete, because the staff’s knowledge of the vocabulary isn't as robust as an English speaker. This has presented a conflict between staff and residents as the resident’s perception of information received is taken as rude and disrespectful. Interviews further revealed that both staff and residents have observed, overheard, or experienced this behavior from staff, interviews from Residents confirmed that they have been yelled at by staff. Additionally, resident interviews confirmed that they will avoid requesting anything from S2 because they believe S2 is rude, and residents do not like how they are treated or talked to by S2. Both S1 and S2 have displayed inappropriate behavior, as they often offend residents and staff with her aggressive personality. Based on the investigation, there is sufficient evidence to support the above mentioned claims. The allegations “Staff yelled at resident” and “Staff are not treating residents with respect” are Substantiated at this time. Pursuant to Title 22 of the CA Code of Regulations, the following deficiencies were cited (refer to LIC 9099-D). Exit interview conducted. A copy of the report, and appeal rights, were issued.