Complaint·November 19, 2024

To investigate the complaint, LPA conducted observations of the facility, interviews with staff, residents, and responsible family member of R1. During LPA observations, LPA inspected resident rooms (#202, #214, #123, #219, #104) for required fixtures, furnishings, and overall conditions; no health/safety issues were found during LPA observations. LPA activated the services call button of all inspected rooms: Caregiver staff responded to activated call buttons within two (2) to five (5) minutes. LPA interview with F1 revealed the following: F1 states, "I can't recall a time that staff responded to R1's service call button in less than twenty (20) minutes from it's activation. F1 states that staff do a "great" job of providing care at the facility. F1 stated to LPA that they are not "complaining" about staff response times; they just want to see some overall improvement in quality by staff. LPA interviews with staff revealed the following: When residents activate the service call button, the central "base station", located in the reception area, displays the resident's room number and actual time the button was activated. The base station automatically alerts all caregiver staff, via pager. An available caregiver staff arrives to the resident's room, provides service to the resident, and de-activates the room's call button. Staff state that, on average, caregivers response to an activated call button within two (2) to seven (7) minutes, depending on the demands made upon staff at the time a button is activated. Staff states that R1 gets frustrated at times when their call button is not immediately responded to by caregivers. LPA interviews with residents revealed the following: Seven (7) out of Nine (9) residents state staff response time to service calls is satisfactory, saying that staff usually respond within five (5) to ten (10) minutes, at most. Based on the information obtained through LPA observation, and interviews, it cannot be proven that staff fails to respond to resident service calls in a timely manner. Therefore, the allegation is deemed Unsubstantiated at this time.