Complaint·March 21, 2025

Allegation: Staff do not answer the facility telephone - Reporting Party (RP) alleges during the morning and afternoon hours, staff do not answer telephone calls. Also, due to the lack of staff front desk/concierge coverage, visitors are unable to either enter or leave the facility. To investigate this allegation, LPA conducted interviews with staff and residents. LPA interviews with Executive Director and S1 revealed the following: Both refute the alleged claim, stating that staff provides consistent coverage of the front desk area, ensuring that telephone calls to the facility are answered, and that door access is available on a consistent basis. Additionally, Executive Director and S1 state that the facility's telephone system is in working order, and the system has not experience significant service disruptions within the last year. LPA interviews with six (6) residents revealed the following: Six (6) out of six (6) residents state that staff provides them with access to telephone service, that callers have no issues with staff responding to calls made to the facility, and that neither residents, nor visitors have had issues entering/leaving the facility due to lack of staff front desk coverage. Based on LPA observations, and interviews, there is not enough information to verify the allegation. Therefore, the allegation is unsubstantiated at this time.