Complaint·April 9, 2025

Regarding the allegation "Facility failed to provide resident records to resident and/or their authorized representative," the concern raised by the reporting party is that, on 03/25/25, a request was made by Resident #1 (R1) or their authorized representative for R1's medical and billing records, and that the facility did not provide the requested records . An interview with the Administrator clarified that, on 03/25/25, the facility received a subpoena for R1's medical and billing records, which included a specified deadline of two business days for submission. The requested records were faxed to the number listed on the subpoena on 03/28/25. The Administrator further stated that, prior to releasing the records, they contacted the point of contact listed on the subpoena on 03/28/25. During this communication, the Administrator informed the individual that the records would be faxed shortly and explained that the delay was due to the need for review by the legal department before the records could be released. Additionally, the Administrator revealed that on 04/08/25, the requested documents were resent by fax (in multiple transmissions due to fax issues) to ensure receipt. The Administrator noted that they had not been contacted regarding any missing documents. A file review confirmed that the community had received a record request for R1's medical and billing records. The LPA observed a Fax Transmission page dated 03/28/25, indicating that 228 pages were faxed to the number listed on the record request, addressed to the point of contact with the comment "requested items." Furthermore, the LPA observed six additional Fax Transmission pages, each dated 04/08/25, showing that a total of 208 pages were faxed to the fax number listed on the record request. An interview with the point of contact listed on the record request, on 04/09/25, revealed that they had received R1's medical records on 04/08/25, but were still awaiting the billing records. The point of contact further stated that they had spoken to a representative at the facility, who informed them they were waiting to close out March and then the billing records would be sent. Based on the information gathered, the community provided and/or will provide the requested documents regarding R1, and are not denying production of any requested information, therefore, the above allegation is deemed unsubstantiated at this time. Exit interview conducted and report issued.