Complaint·October 7, 2023

INVESTIGATION REVEALED THE FOLLOWING : Allegation #5: Staff leaves residents soiled for an extended period of time. The details of this complaint alleged staff leave residents in soiled diapers for an extended period. The complainant did not have further details nor granted names of residents involved. Interviews were conducted on 10/06/23 between 10:00 a.m. and 11:15 a.m. with staff. There were (6) out of (6) staff #1-#6 (S1-S6) who were unable to validate this allegation. (S1-S4) denied neglect or lack of supervision of residents in care and has not observed any residents left in soiled diapers for an extended period and body checks are conducted during change of diapers and showers. (S3-S4) reported residents are monitored every two hours around the clock by each shift or as needed for incontinence care. The Department interviewed (8) residents on 09/07/23 between 10:00 am - 2:45 pm. (7) out of (8) residents #2-#8 (R2-R8) reported having no issues with incontinence care. (R2-R8) reported that staff are attentive and responsive to their needs and have no knowledge of any residents neglected in care. On 09/07/23 at 10:00 am resident #1 (R1) was interviewed and was unable to provide names of residents that have been neglected in care or staff involved. During the investigation (S1) revealed that there are (3) to (4) care staff for the a.m. shift, (2) to (3) care staff for the p.m. shift, and (3) care staff for the NOC shift. (S1) reported that Med-techs are also cross-trained as caregivers during staffing shortages. Based on the information gathered, there is no evidence to support the allegation mentioned above. Allegation #6: Facility has a malodorous odor. Allegation #7: Facility is in despair. The details of this complaint alleged that resident #1 (R1’s) room emitted a malodorous odor and its condition was in disrepair. The complainant reported (R1’s) toilet, sink, and faucet do not work and that a foul-smelling chemical surrounds (R1’s) room. (Evaluation Report continues LIC 9099-C) The Department at 10:00 am interviewed resident #1 (R1). (R1) claimed to have a foul smell coming through the air conditioning system and from the wood floors. (R1) claimed that mold was under the wood floors, and it presented a hazardous smell. (R1) also complained that the bathroom faucet, toilet, and air vent were not in working condition. (R1) stated maintenance has neglected to repair these items. The Department inspected (R1’s) room and it appeared to be cluttered and in disarray condition. The Department tested the bathroom toilet, faucet, and vent and found all to be in working condition. The air conditioning system is brand new and was replaced in August 2023 according to staff #6 (S6) as (R1) made multiple work requests for maintenance to inspect the AC system. The Department inspected (R1’s) room and found no sign of malodorous odor or mold. The Department interviewed (8) residents on 09/07/23 between 10:00 am - 2:45 pm. (7) out of (8) residents #2-#8 (R2-R8) report they are pleased with the upkeep of the facility and stated their rooms and common areas are not neglected. (R2-R8) added they have not observed the facility in a malodorous odor that would be considered offensive. These residents (R2-R8) who resided on the same floor had proximity to (R1’s) room could not validate these allegations. Interviews were conducted on 10/06/23 between 10:00 a.m. and 11:15 a.m. with staff. There were (6) out of (6) staff #1-#6 (S1-S6) who were unable to authenticate these allegations. (S5) reported that (R1) did not allow entry into the room, making (R1’s) room unavailable for cleaning for five months. (S5) claimed housekeeping services are conducted daily with once-a-week deep cleaning in all of the resident’s rooms. (S6) stated that (R1) did not allow maintenance inside the room making it unworkable to do maintenance services and that no work order had been placed for bathroom repairs. (S6) reported the last maintenance service conducted for (R1’s) room was in August 2023 when the new A/C system was installed. (S1-S4) confirmed that (R1) prohibited all staff from entering the room when (R1) is not present or absent, making upkeep problematic. (S2) claimed the gas company had investigated the chemical foul-smelling odor in (R1's) room and found it invalid with a receipt of an invoice. During the visits on 09/07/23, 10/06/23, and 10/0723, the Department observed housekeeping, janitorial, and maintenance services being conducted. Based on the information gathered, there is no evidence to support the allegation mentioned above. Allegation #8: Facility has pests. It is alleged that the facility has pests. The complainant reported the facility has some type of cockroaches. An area of the facility, date, or time when the issue occurred was not provided by the complainant. (Evaluation Report continues LIC 9099-C) There is uncertainty as to whether the issue has been discussed with management. The investigation revealed the facility did not pest during visits on 09/07/23, 10/06/23 and 10/07/23. The facility appeared to be in an organized, clean, and sanitary condition. The management is ensuring the facility is being treated on an ongoing basis by a reputable pest control company with an annual agreement contract. Proof of an annual service contract was provided by management. The Department inspected the entire facility including commons areas, the kitchen, the dining room, and the laundry room. Resident rooms inspected were #341, #214, #228, and #338 all showed no signs of pests. Interviews were conducted on 10/06/23 between 10:00 a.m. and 11:15 a.m. with staff. There were (6) out of (6) staff #1-#6 (S1-S6) who were unable to verify this allegation for accuracy. The Department interviewed (8) residents on 09/07/23 between 10:00 am - 2:45 pm. (7) out of (8) residents #2-#8 (R2-R8) reported having no concerns or issues with pests in their rooms or common areas. (R2-R8) reported that they have observed pest control services being performed within the facility at times. (R1) stated cockroaches were observed in the building, but was unable to explain where or when the pests were found. Therefore, based on all the information obtained during the investigation, there is no evidence to corroborate the allegation mentioned above. Based on the information gathered, an inspection of the facility, observation, and interviews conducted, an analysis of records reviewed, the Department found no evidence to support the allegations mentioned above. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations, did or did not occur, therefore the allegations are Unsubstantiated. An exit interview was conducted with Luz Rose, and copies of the reports were provided.