complaint·February 26, 2024

Regarding the allegation: Staff are not adhering to residents' admission agreement. It is being alleged that residents other than the memory care unit were given a notice that the facility will be charging the residents for services that were previously included in their rent and care fees. The notice states that there are new charges regarding the basic laundry services, 1 load per week, will cost $100 per month, and 2 loads per week will cost $200. The notice also states that the facility will no longer be taking out residents' trash and will no longer be making resident’s' beds daily. During the tour, LPA conducted four (4) out of five (5) staff interviews and ten (10) resident interviews. All four (4) staff confirmed that there will be new charges added as of March 01, 2024, for certain services provided. Three (3) out of five (5) staff were present at the council meeting when this was mentioned to the residents that attended January 29th . Seven (7) out of ten (10) residents confirmed that they do not agree with the new changes that will occur on March 01, 2024. All seven (7) residents state that it is unsanitary and for some residents dangerous to do their own basic housekeeping. Seven (7) out of ten (10) residents state that trash and bed making should be provided daily and there should be no extra charge for personal laundry being done. LPA was able to review ten (10) resident files. Ten (10) out of ten (10) files under the admission agreement/continuing care residence and services agreement stated under accommodations and services (pages 2-4) that a thirty (30) day written notice shall be given to residents in advance. It also states that, “As part of your Monthly Fee, you will receive the basic housekeeping services set forth in Appendix B. Other housekeeping services are available for an extra charge as set forth in Appendix C, personal laundry along with other items may be washed at the Community’s laundry facilities on a first-come first serve basis. Personal laundry service is offered at an additional charge (see Appendix C).” LPA was able to obtain the notice that was given to the residents dated December 20, 2023, that states the charges of laundry and that states trash and bed making will no longer be including daily. The notice was given within the guidelines of the thirty (30) day written notice which is stated in the admission agreement. The LPA was also able to obtain where it states under the admission agreement that laundry besides bed linens if personal is offered at an additional charge. The notice that was given to the residents stated the same thing. The executive director did confirm that bed linens is free of charge but not personal laundry. The executive director also stated that there are available washers and dryers that the residents can use upstairs and downstairs for a small fee for personal use and that the facility will provide free detergent. LPA was also able to obtain Appendix A under the Resident Handbook Including Rules and Regulation page 8 stating that Housekeeping/Laundry is included weekly in their package not stating daily. Therefore, based on the LPA's interviews, observations, and record reviews the above allegation(s) above is unsubstantiated at this time. An exit interview was conducted, no citations were issued for the above allegation(s), and a copy of this report was given to the executive director.