complaint·April 4, 2024

Allegation: Resident's invoice statement is not correct The allegation alleges that a resident pays their rent every month even when the rent goes up, and they are unsure how they owe a certain amount. During record review, LPA received and reviewed R1’s Resident Detail (Summary) Ledger from July 2021 through November 2023. LPA observed a charge of $72 in March 2023 and a charge of $156 in April 2023 for room service. On the Ledger, LPA observed the charge was rolled over every month there after as an unpaid balance. During an interview with resident R1, LPA asked if they were informed of what the additional charge was for, they stated some months back they were informed by management their meals would be delivered to their room. R1 stated they were not informed of the reason it was going to be delivered when R1 usually would go to the kitchen at 3:30pm and get both lunch and dinner and would take it back to their room. R1 stated they did not agree to being charged for the tray delivery service and accepted the service per their request. Additionally in the interview R1 stated they met with the new administrator on 10/18/34 regarding the charge and told them they were not going to pay for something they did not request. R1 stated the issue was resolved and they removed the charges on 10/18/23. During interviews with Residents R1-R11, LPA asked if they had any issues with their monthly billing statement, nine (9) out of eleven (11), stated they have had no issues with their monthly billing statement. During an interview with S1, LPA asked if they knew the reason why R1 was provided with tray service, S1 stated they did not know the reason why R1 was provided with tray service due to S1 was not working at the facility during that time. During interviews with Staff S1-S8, were asked what monthly rate residents are charged, eight (8) out of eight (8) Continued on LIC9099-C stated they are charged based on single or double occupancy room and the level of care they require and are provided with. During the course of the investigation, LPA was unable to find any evidence supporting the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the above allegation did or did not occur, therefore the allegation is unsubstantiated . Allegation: Staff would not give an itemized invoice to resident The allegation alleges that the resident requested an itemized invoice of services and charges showing where the additional charge is from, and the facility is not providing the information. During resident file review, LPA received and reviewed a copy of R1’s itemized billing statement. S1 reviewed the invoice with LPA and broke down the charges. During an interview with Staff S1-S8, LPA asked if residents are provided with an itemized billing statement if they request it, eight (8) out of eight (8) stated if a resident or responsible party request an itemized receipt they are provided with a copy. Additionally, S1 stated they invite residents and the responsible party to come by their office and they will break it down and review each charge with them. During interviews with Resident R1-R11, LPA asked if they receive an itemized billing statement when requested, eight (8) out of eleven (11) stated they have had no issues with receiving an itemized billing statement. Additionally, R1 stated they did eventually receive an itemized billing statement and the Executive Director reviewed it with them and they were able to discuss the charges in question. During the course of the investigation, LPA was unable to find any evidence supporting the allegation. Although the allegation may have happened or is valid, Continued on LIC9099-C there is no preponderance of evidence to prove the above allegation did or did not occur, therefore the allegation is unsubstantiated . Allegation: Staff threatened resident with eviction The allegation alleges that facility staff threatened to evict resident if they do not pay the amount owed. During document review, LPA received and reviewed all eviction notices given to residents in the past 3 months. LPA observed all eviction notices reviewed met Title 22 regulations and Community Care Licensing had received notices of these evictions. During an interview with Resident R1-R11, LPA asked if they have received an eviction notice or have been threatened with eviction if they do not pay full amount due, ten (10) out of eleven (11) stated they have not received an eviction notice or been threatened with eviction and if you do owe a balance the facility is willing to work with you to get it paid. During an interview with R1 they stated they were told by S1 that if the unpaid balance is not brought up to date could be grounds for evection. During an interview with S1, they stated they informed R1 of the amount due with a letter asking to bring the account up to date and if they are not able to then meet with S1 and see what they could do. S1 stated they reviewed the charges with R1 and informed them if it is not brought up to date it could be grounds for evection as specified in R1s Admission Agreement. LPA received and reviewed a copy of R1s Admission Agreement, that stated on page 4 “The facility may, upon thirty (30) days’ written notice to the resident, terminate this agreement for any of the following reasons: 1. For nonpayment of monthly rate with ten (10) days after due date.” Continued on LIC9099-C During the course of the investigation, LPA was unable to find any evidence supporting the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the above allegation did or did not occur, therefore the allegation is unsubstantiated . LPA did not observe or cite any deficiencies during today’s visit. An exit interview was conducted with Executive Director, EJ Lewis and a copy of this report was provided.