complaint·June 20, 2024

Allegation: Staff did not provide a comfortable and safe environment for residents It is alleged that S7 witnessed a verbal altercation where R2 made a verbal threat to R1 and staff did nothing to mediate the citation. LPA interviewed S7 and although they did not recall the situation, they did state that residents do sometimes get into verbal altercations with one another and action is taken when this is observed or brought to their attention; staff will separate the residents, speak to each one individually and remind them that everyone is to be treated with respect and feel safe, staff will also remind residents of their contract and let them know that if such behavior continues it may result in eviction (all other 6 staff also confirmed these steps are taken when there is an altercation between residents). LPA interviewed 9 residents and 8 out of 9 residents stated that when staff notices or are informed of an argument/altercation between 2 residents, immediate action is taken and staff separate residents and speak to those involved in altercation separately and in private. Allegation: Facility is malodorous It is alleged that there is the smell of weed and cigarettes all throughout the facility , there are multiple residents that smoke in their rooms causing this smell travel throughout the facility and staff are not addressing the issue/concerns of residents. LPA toured facility both outside and inside, the 1 st and 2 nd floors were toured along with the facility patio (non smoking area), and common areas, LPA did not observe any odors of weed or cigarettes during tour, various rooms were also inspected and there were no odors in any of the rooms that LPA entered. LPA observed lobby area which is near the entrance where residents where residents were observed smoking and upon entering on both initial and subsequent visits the smell of smoke was not present inside lobby area of facility. During interview with S1, staff stated that although sometimes you can smell a faint smell of cigarette smoke from time to time, it is difficult to identify where the smell is coming from , and most smokers carry that smell with them on their clothing, skin and hair . S1 further stated that if the smell is observed an investigation is conducted and staff remind residents of the smoking policy. Allegation: Staff don’t assist residents in a timely manner It is alleged that whenever the residents call the staff for assistance via the landline provided in each room , the phone will either ring up to 10-13 times , the staff don’t answer it or when staff do answer, they just hang up on the residents. During tour LPA tested multiple phone lines and each time the line was answered within 2-3 rings. LPA interviewed 7 staff and 7 out of 7 staff denied the above allegation, multiple staff stated that they are trained to assist with answering the phones and are told to lend a helping hand with the phones if the front desk staff is occupied or on another call. (Continued on LIC9099-C) Allegation: Staff don’t assist residents in a timely manner (continued) Some staff stated that on different occasions residents will knock the phone off the receiver causing the phone to tie up the line, therefore, the phone will not ring until that phone is hung up properly, staff are able to see a blinking light on switchboard and a caregiver is summoned to check on resident and clear line. LPA interviewed 9 residents and 7 out of 9 residents stated that when they call the phone is answered by the 3 rd ring or within 10-15 seconds. 8 out of 9 residents stated that they have never observed front staff not answering phones when they are ringing. Allegation: Staff did not treat residents with dignity and respect It is alleged that staff do not treat residents with dignity and respect. LPA interviewed 7 staff and 7 out of 7 staff denied the above allegation and stated that although residents may give verbal (sometimes physical) attacks to staff, they do not react and instead to a face change (where the caregiver is switched) and try to calm resident down, but have never witnessed staff mistreat or fail to treat any resident with dignity and respect. LPA interviewed 9 residents and 8 out of 9 residents denied the above allegations and stated that although they may see residents mistreat the staff they have never seen or heard of a staff mistreat a resident and themselves have not been mistreated in anyway by staff. Allegation: Staff did not ensure that facility was kept clean It is alleged that staff do not ensure facility is free of cigarette butts, the smoking areas and entrance of the facility and garden/grass area have cigarette butts thrown everywhere. During initial visit on 6/18/24 LPA toured facility, non-smoking patio (garden) area, front entrance and front designated smoking area along with smoking area in the rear of the facility were observed to be clean and fee of any cigarette buds. LPA also inspected entrance front designated smoking area along with smoking area in the rear of the facility during subsequent visit on 6/20/24 and there was no evidence of smoke butts being thrown everywhere. LPA interviewed 7 staff and 7 out of 7 staff denied the above allegation and stated that house keepers are continuously making rounds and ensuring that the facility is well kept, clean and free of any trash/cigarette butts. LPA interviewed 9 residents and 8 out of 9 residents denied the above allegation and stated that there is always someone picking up throughout the facility and have never seen the garden area, patios, entrance or smoking areas to have cigarette butts thrown everywhere. Based on statements and interviews conducted with staff and residents, review of client files and admission agreement/house rules, there was not enough supportive evidence to concur with the reported allegations. 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 . Exit interview held, and a copy of this report was provided to Assistant Administrator Jason Perez.