complaint·March 2, 2023

***This report was amended to change the findings of the allegation "Facility is in disrepair"**** In the afternoon of 02/24/2023, facility staff noticed intermittent losses of hot water. The Administrator noted that due to the cold and rainy weather, the main boiler was affected. The boiler was replaced after multiple efforts to repair it. SoCal Gas was called to the facility by 8:37 p.m. on 02/24/2023 and assessed the situation. By 11:46 p.m. that evening, the facility reported the problem to the Woodland Hills-South Regional Office. The facility scheduled 3 different appointments to fix the problem on the morning of 02/25/2023. The facility provided a second update at 12:01 a.m. on 02/27/2023. 3 out of 3 technicians were unable to fix the facility’s hot water, and 2 additional appointments for maintenance were scheduled for 02/26/2023. Caregivers notified residents of maintenance on the morning of 02/27/2023. A third email notified CCL that repairs were ineffective on 02/27/2023 and new boilers were ordered by 03/01/2023. From interviews, staff noted that residents were informed of the outage by intercom announcements, in-person notifications by caregivers, and a cold water notice form which some residents signed. Status updates were provided on 02/24/2023, 02/25/2023, 02/27/2023, and 03/01/2023. The facility accommodated residents by providing hot water from the kitchen and offering sponge baths. LPA tested the water temperatures during an annual inspection on 02/11/2023 and today at 11:20 a.m. The facility water temperatures were within regulations in both instances. Based on interviews, record review, and observations, resident faucets did not deliver sufficient hot water from the evening of 02/24/2023 – 03/01/2023, Therefore, the allegation is deemed SUBSTANTIATED at this time. However, the facility provided adequate accommodations and updates to residents, so no deficiency issued. --- Staff do not ensure that residents are provided daily activities --- Regarding the allegation above, it was alleged that some residents are left in the hallway all day without activities. From interviews, Resident #1 (R1) stated they spent most of their day in the hallway and they were comfortable doing so. Residents stated they were provided sufficient activities. The Activity Director stated more activities were formerly provided, but resident attendance was low. The Activity Director has varied activities offered to meet resident needs. From observations, LPA saw 4 residents performing morning exercises in the TV room around 9:30 a.m. and 5 residents attending Bible study around 10:30 a.m. LPA also observed daily and weekly activity schedules posted on the first and second floors. The activity room contained puzzles, board games, reading material, and art supplies. Based on interviews and observations, although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, the allegation is deemed UNSUBSTANTIATED at this time. ***This report was amended to change the findings of the allegation "Facility is in disrepair"**** --- Staff do not treat residents with dignity or respect --- Regarding the allegation above, it was alleged that staff do not treat residents respectfully. From interviews, residents felt treated with enough respect from staff. Staff noted disagreements occur from time to time, but they treat residents with dignity. Staff also mentioned they are mandated reporters to intervene and report any instances of disrespect. From observations of staff to resident interactions today, LPA observed staff consistently treat residents with respect. Based on interviews and observations, although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, the allegation is deemed UNSUBSTANTIATED at this time. --- Staff are not providing agreed upon transportation service --- Regarding the allegation above, it was alleged the facility van was broken and families were expected to transport residents. From interviews, staff noted the facility does not have a designated vehicle for transportation. Instead, the facility uses transportation services like Access and other program vehicles. Occasionally directors have driven residents to appointments as well. Residents reported no issues with transportation or requiring family for transportation needs. From record review, the facility admission agreement noted “the facility will arrange transportation through a third-party provider such as Access Para-Transit, Medical van, clinic shuttle, taxi, a family or friend”. Based on interviews and record review, although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, the allegation is deemed UNSUBSTANTIATED at this time. Exit interview conducted. Appeal rights discussed. Copy of report provided.