Complaint·May 7, 2026

The investigation revealed the following: Allegation: Staff do not ensure that resident have access to the facility. It was alleged that exterior doors at the facility are locked overnight and that staff are not consistently available to grant access to residents returning from appointments, including early morning medical visits. It was further alleged that residents have had to wait outside for extended periods, bang on the glass to be let in, or leave the property to locate staff at another building. It was also alleged that residents previously had key access to the facility; however, management changed the locks so that only the Director and Property Manager hold keys. On 04/19/2026, a resident reportedly waited approximately 1.5 hours outside before being allowed entry. On 05/07/2026 at 12:24pm, the Department interviewed A1. A1 denied the allegation and stated that the facility maintains staff in the building 24 hours a day and that staff carry pagers connected to the front doorbell system to ensure residents have timely access to the facility. A1 reported that concierge staff are present from 6:00am -10:00pm. A1 stated that residents have never been issued master keys due to safety concerns. A1 stated not having any knowledge of any resident waiting outside for 1.5 hours on 04/19/2026 and expressed disbelief that such an incident occurred. A1 further stated that Palm Court, located across the street, offers 24-hour concierge service, and that residents have A1's personal phone number available to them. A1 reported that the facility recently audited the pager system to ensure staff compliance and confirmed that the system was functioning properly at the time of the audit. On 05/07/2026, between 9:24am - 12:02pm, the Department interviewed 9 staff members regarding the allegation. 8 out of 9 staff denied the allegation due to not being on duty at the time of reported incident occurring. Also of the 8 staff who denied the allegation mentioned not having any knowledge of any resident having waited outside for an extended period. 1 of 9 staff stated having awareness of the allegation due to a resident mentioning their difficult experience entering the facility due to recent lock changes implemented by corporate. Staff stated the facility's procedures for access in and out of the facility, include the use of the front doorbell, pagers, overnight emergency phone lines, and the expectation that care staff respond to after-hours access needs. Staff reported that doors are unlocked between the hours of 6:00am - 10:00pm and locked overnight for resident safety. Staff expressed that residents or families typically notify the facility in advance when returning late. Investigation Findings Report continues on LIC 9099-C On 05/07/2026, between 9:01am - 11:20am, the Department interviewed 9 residents regarding the allegation. 1 out of 9 residents confirmed the allegation and expressed experiencing delays and or difficulty entering the facility between the hours of 4:30am - 6:30am. 3 out of 9 residents did not confirm nor deny the allegation and expressed one time being unable to gain access into the facility but went next door at Palm Court for assistance to re-enter the facility at Studio Royale. 5 out of 9 residents denied ever having difficulty accessing the building and typically return before the doors are locked, rarely leave during late hours, or rely on call systems and established routines that allow them to avoid late-night entry situations. On 05/07/2026, between 12:22pm - 2:30pm, the Department conducted a records review and observed the following: The Department reviewed video footage from 04/19/2026, covering the time period between 5:00am - 6:09am. The footage showed that on 04/19/2026, R1 exited the facility at 5:51am. At 5:59am, as seen in the video footage, a facility housekeeper unlocked the facility doors. The Department also reviewed the Key and Pendant Form issued by Cogir Management USA, (signed & dated by R1 on 03/05/2024) which listed "N/A" for exterior key quantity and "N/A" for received, indicating that R1 was not issued an exterior key at the time of move-in. Therefore the Department did not observe any documentation to support the allegation that residents were unable to access the facility or that staff failed to respond to residents attempting to enter the facility. Based on information gathered through interviews and record reviews, there is not enough evidence to support the allegation. 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 UNSUBSTANTIATED. Exit interview conducted with Rhonda Madrid (Community Relations Director of Sales and Marketing) and a copy of this report was provided.