Complaint·August 13, 2025

Continued LIC9099-C page 2 Interviews were conducted with Staff Members #1–4 (S1–S4) and Residents #1-4 (R1-R4). LPA attempted to interview Residents #5-6 (R6-R5); however, R5 is nonverbal, and R6 spoke only a few words and was unable to answer any of the questions. At 11:00 A.M., the department toured the facility buildings and grounds to observe and identify any signs of neglect, abuse, or other immediate health and safety threats. We did not observe any signs of neglect or abuse during today's visit. Investigation revealed the following: Allegation: Staff not allowing resident phone usage. It was alleged that staff were not allowing a resident to use the phone. On August 13, 2025, between 11:00 a.m. and 4:00 p.m., the Department interviewed Staff #1-4 (S1-S4). Four (4) out of the four (4) staff stated that residents are allowed to use the phone. Residents may use the facility phone to make and receive calls. S1-S4 stated that resident #1 (R1) is deaf. S1 and S2 reported that a telecommunication device had been installed in R1's room to accommodate individuals who are deaf or hearing impaired. 4 out of 4 staff confirmed that R1’s phone was not busy for two days and that it was operable and in working condition. S1–S4 stated that R1’s Caption Telephone Device is internet-connected and may lose signal if the internet is weak. The device has cords, a plug, and other components connected to an electrical outlet; S1-S4 stated that R1 may inadvertently disconnect it by pulling on the cords. S1-S4 reported that they routinely check the phone and its connection to ensure R1 has access. When the phone rings, staff verify that R1 answers, as R1 may not notice an incoming call if she is not looking at the device. S1-S4 also stated that R1 only receives calls on that phone from a single individual, who calls numerous times throughout the morning, day, and night, often back-to-back. S1-S4 stated that sometimes R1 is sleeping. 4 out of 4 staff stated that R1's phone is not left off the hook and that staff are not preventing R1 from speaking to anyone. Four (4) out of (4) residents denied the allegation. On August 13, 2025, between 11:00 a.m. and 4:00 p.m., the Department interviewed Resident #1-4 (R1-R4). Four (4) out of the (4) residents stated that they are allowed to use the phone. Residents may use the facility phone to make and receive calls.  2 out of 4 residents reported that they have cellphones. 1 out of 4 residents stated they use the facility landline, and 1 out of 4 residents stated that they use the Caption Telephone Device. Four (4) out of (4) residents denied the allegation. See continued LIC9099-C page 3 Continued LIC9099-C page 3 On August 13, 2025, at 4:24 p.m., the Department interviewed Witness #1 (W1). W1 stated that residents are allowed to use the phone and may use the facility phone to make and receive calls. W1 states that there has never been a problem with contacting the facility phone. W1 states that they never call R1’s hearing assistance phone, which is located next to the bed and chair. W1 explained that the Licensee went out of their way to obtain the telephone device for R1. W1 also stated that only one person calls that phone, and the device is functioning properly. W1 states that it is an internet-connected phone, so if the internet or power goes down, the device would be affected. W1 states that if anyone needs to contact the facility, they can call the landline. W1 states that staff are always available to assist and are doing a wonderful job. W1 denied the allegation. During today's visit, the Department observed R1's Caption Telephone Device, reviewed the phone log, received copies showing the dates and times of incoming calls from July 15, 2025, through August 13, 2025, and tested R1's phone and volume by placing a call to it. The phone rang very loudly and could be heard throughout the facility. Allegation: Staff does not leave the resident’s phone within reach. It was alleged that staff do not leave the resident’s phone within reach. On August 13, 2025, between 11:00 a.m. and 4:00 p.m., the Department interviewed Staff #1-4 (S1-S4) and Resident #1 (R1). Four (4) out of the four (4) staff members stated that R1's phone is located next to the bed and chair, within reach. 4 out of 4 staff denied the allegation. R1 confirmed during the interview that the phone is positioned next to the bed and chair and is within reach. At 4:24 p.m., on that same day, the Department interviewed Witness #1 (W1), who also stated the phone is located next to R1's bed and chair and is within reach. On August 13, 2025, at 10:30 a.m., the Department observed the phone within reach, positioned on a table next to R1's bed and chair. Based on interviews, available evidence, observation, information received, and records reviewed, there was not enough sufficient evidence to support the allegations. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur; therefore, the allegation is deemed unsubstantiated. There were no deficiencies cited. LPA Bunker provided staff Patrick Bautsta with copies of the LIC9099 and LIC9099Cs Complaint Investigation Reports. An exit interview was conducted.