complaint·March 26, 2025

Regarding the allegation : Staff charged resident for services not rendered . It’s alleged a resident was charged for services not received but the resident was billed for those services. During interviews with staff, S1-S9 unanimously confirmed the resident was provided with escort services to the bathroom and dining room. S1-S9 also confirmed a daily report is completed by staff which states how staff assist residents in care. LPA reviewed the resident End of Shift Report for R1 and observed staff did escort the resident to the bathroom and to the dining room. The Administrator, Stuart Montalvo stated the resident received a full refund for the care provided from February 24, 2025 until March 2, 2025. LPA Spaeth reviewed the Billing Statement which confirms the resident did receive the refund and LPA confirmed the refund was received. Regarding the allegation: Staff did not ensure that resident's incontinence care needs were met. It’s alleged a resident was not escorted to the bathroom. The Administrator and Jeisy Pinoargot, the Resident Care Director both confirmed the Needs and Services Plan is completed and presented to the resident and the family members prior to the move in date. LPA Spaeth reviewed the resident’s Needs and Services Plan and observed the resident would receive the recommended services. S1-S9 confirmed they provide the escort services to the residents in care. R2-R8 confirmed staff provide the incontinent services they need and also receive an escort to the bathroom. LPA Spaeth attempted to interview R1 but was unable due to their cognitive ability. Based upon interviews conducted and the review of resident documentation, the allegations are unsubstantiated . Exit interview conducted and a copy of the report was given.