complaint·March 17, 2026

Continued LIC9099-C page 2. Investigation revealed the following: Allegation: Staff does not ensure residents receive correspondence in a prompt manner. It was alleged that staff fail to ensure residents receive their mail in a prompt manner. On 03/17/2026, between 10:25 a.m. and 2:30 p.m., LPA Bunker interviewed staff members S1–S3. All 3 out of 3 staff members stated that the facility ensures residents receive their correspondence in a timely manner. 3 out of 3 staff members explained that when mail is delivered by the mail carrier, it is immediately sorted, separated by floors, and distributed to residents in the Assisted Living Unit (ALU) by the end of the day. 3 out of 3 staff members stated that mail for residents in the Memory Care Unit (MCU) is held at the front desk in a locked, sorted cabinet. This process is in place because residents in the MCU have dementia and are unable to manage or keep track of their mail. According to S1–S3, mail for MCU residents is released only to responsible parties, family members, or the Power of Attorney (POA) upon request. Staff emphasized that they do not provide resident mail to anyone who is not the designated responsible party. 3 out of 3 staff members reported that the resident’s mail in question had accumulated for approximately four months because the POA was not picking up the mail, despite staff’s attempts to contact the POA. Staff stated that the mail continued to pile up and that family members frequently came in on weekends after hours requesting the mail, which could not be released at those times because it was secured. S1 stated that they reached out to the POA and offered either to mail the resident’s correspondence directly to them or to arrange a specific time for the mail to be picked up from the facility. All three staff members confirmed that the facility has established procedures to ensure residents receive their correspondence in a timely manner and denied the allegation. During today's visit, LPA Bunker also observed staff actively distributing mail to residents. On 03/17/2026, between 10:25 a.m. and 2:30 p.m., LPA Bunker conducted interviews with residents R1–R5. 5 out of 5 residents stated that staff ensure they receive their mail in a prompt and timely manner and reported no issues with receiving their correspondence when it is delivered by the mail carrier. Three out of three residents interviewed regarding this allegation denied that staff fail to provide mail in a timely manner. See continued LIC9099-C page 2. Continued LIC9099-C page 3. Based on interviews, available evidence, observation, information received, and records reviewed, there was not enough sufficient 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 deemed unsubstantiated. There were no deficiencies cited. A copy of the Complaint Investigation Report LIC9099 and LIC9099-Cs was provided to Robert Jakini, Executive Director. An exit interview was conducted.