Complaint·May 7, 2025

The investigation revealed the following: Allegation: Staff did not ensure resident’s personal information remained confidential. It is being alleged that a staff member asked a resident for confidential information such as bank information and Social Security Number (SSN). Now the resident is receiving multiple calls regarding a loan, and/or the callers attempting to get additional personal information from the resident. On 05/07/25, between 12:30 PM and 1:40 PM, LPA interviewed S1-S5. Based on interviews conducted, 5 out of 5 staff interviewed denied the allegation. 5 out of 5 staff interviewed stated that the facility ensures that all residents personal information remains confidential. 5 out of 5 staff interviewed stated that they don’t know of a staff member that used a resident’s personal information for personal use and or fraud. 5 out of 5 staff interviewed stated that all residents are treated with dignity and respect. On 05/07/25, between 1:45 PM and 3:05 PM, LPA interviewed R1-R8. Based on interviews conducted, 7 out of 8 residents interviewed stated that staff does not ensure that resident’s personal information remains confidential. 7 out of 8 residents interviewed stated that they don’t know of a staff member that used a resident’s personal information for personal use and or fraudulent purposes. 7 out of 8 residents interviewed stated that staff treat them with dignity and respect. 7 out of 8 residents interviewed stated that they are satisfied with the services being provided to them. Based on interviews, file review and observation during the investigation, the above allegation is found to be Unsubstantiated . 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. Allegation: Administrator is not responsive to resident’s request for communication. It is being alleged that staff is always busy and never wants to talk to a resident. On 05/07/25, between 12:30 PM and 1:40 PM, LPA interviewed S1-S5. Based on interviews conducted, 5 out of 5 staff interviewed denied the allegation. 5 out of 5 staff interviewed stated that staff responds to resident’s requests for communication. Continued on LIC9099-C 2 out of 5 staff interviewed stated that they have not ignored a resident’s request for communication, and 3 out of 5 staff interviewed stated they did not know of staff ignoring a resident’s request for communication. 5 out of 5 staff interviewed stated that all residents are treated with dignity and respect. An interview conducted with S1 revealed that they have an open-door policy, and that the residents can come talk with them whenever they want. S1 stated that if they are busy when the resident requests to speak with them, they will let the resident know they are busy, and to either come back at a later time, or they will go to the resident when they are done and available. On 05/07/25, between 1:45 PM and 3:05 PM, LPA interviewed R1-R8. Based on interviews conducted, 7 out of 8 residents interviewed denied the allegation. 7 out of 8 residents interviewed stated that staff responds to resident’s requests for communication. 7 out of 8 residents interviewed stated that they did not know of staff ignoring a resident’s request for communication. 7 out of 8 residents interviewed stated that they are treated with dignity and respect. 7 out of 8 residents interviewed stated that they are satisfied with the services being provided to them. Based on interviews, file review and observation during the investigation, the above allegation is found to be Unsubstantiated . 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. No deficiencies were cited during this investigation. An exit interview was conducted with Administrator, Azucena Reyes, and a copy of the report was provided.