Complaint·April 24, 2024

Allegation: Untrained Staff The allegation alleges servers are not properly trained and on their phones and not attending to and assisting residents promptly. During today’s visit, LPA reviewed the Server Job Description, which details the positions responsibility, general duties, qualifications, and statement of understanding is provided to every server upon hire and signed by every server. LPA reviewed the Team Member Handbook that states on page 54 “Company-provided portable communication devices (PCDs), including cell phones should be used primarily for business purposes.” Additionally on page 55 states “Common courtesy dictates that team members not use cell phones in common areas of the community.” During an interview with the Executive Director S1, was asked if servers and kitchen staff are provided with a company cell phone, S1 stated they are not provided with a cell phone. LPA reviewed the New Team Member Orientation power point, that states in the section of Service Excellence on slide 24 “Cell phone use should be limited to breaks and meal periods. Cell phone use in common areas, hallways, and resident apartments is prohibited.” During record review LPA received and reviewed a copy of an in-service conducted on April 1, 2 and 8, 2024, by Front of House Specialist and Executive Chef, regarding Sequence of service, dining room setting, 1 st impressions, Bistro Set Up, Order taking, Uniform Standards, closing Sideworks, and Attendance tracker. During interviews with Staff S1-S8, were asked if they have received training regarding serving residents, eight (8) out of eight (8) stated they have received training regarding serving meals to residents. Additionally, staff were asked if the facility has a cell phone use policy, eight (8) out of eight (8) stated phones are not to be used during work and can be used during breaks and lunch in certain areas. During interviews with Residents R1-R13, were asked if they feel staff are properly trained, twelve (12) out of thirteen (13) stated they believed staff are properly trained. Additionally, Resident R1-R13 were asked if they have observed staff in the dining room using their phones, thirteen (13) out of thirteen (13) stated they have not seen servers having their phones out since the new chef started. During the course of the investigation, LPA was unable to find evidence to support the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated. During today's visit LPA did not observe or cite any deficiencies. An exit interview was conducted with Executive Director, Judith Uy-Villaruz, and a copy of this report was provided. Allegation: Staff did not provide adequate food service The allegation alleges it takes 40-45 minutes for staff to take residents’ order and when the food arrives it is cold. During today’s visit LPA observed lunch being served and monitored the time it took for fifteen (15) different residents to receive their meal form the time they sat down. LPA observed the longest wait time to be 10 minutes before the resident received their meal. In that time the resident had been served their beverage and a soup or salad. The average wait time LPA observed was 8 minutes for a resident to receive their meal they ordered. During file review, LPA received and reviewed the Job Description of the Servers that explains what their duties and the service steps and delivery time. During interviews with Staff S1-S8, were asked if there were any incidents when a resident had to wait over 30 minutes before they received their meal, seven (7) out of eight (8) stated the longest wait time they have observed was 15 minutes due to shortage of staff when a person had call out. During interviews with Residents R1-R13, were asked if there was a time they had to wait an extended time before they received their meal, five (5) out of thirteen (13) stated about a month ago there was a time they waited almost 30 minutes before they received their meals. Additionally, Residents R1-R13 were asked if their food they received is cold, thirteen (13) out of thirteen (13) stated they have not had cold food since the new chef started. During the course of the investigation, LPA was unable to find evidence to support the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.