complaint·January 18, 2024

The investigation revealed the following. In regards to the allegation: “Staff are billing resident for TV services not provided.” It is alleged that staff invoiced resident for TV services not provided. It is also alleged that the staff are limiting the cable channels. Interviewed staff denied the allegation. S1 stated that there are 125 TV/cable channels available for all the residents to watch. S1 stated that R1 accessed and watched pay -per view channels at least 3x since Sep. 2023. When S1 received the cable bill for September 2023, S1 told R1 that only basic cable TV was included in their agreed services. S1 stated that R1 continued to watch pay per view shows 2 more times (Oct 2023-Dec 2023) and S1 reminded R1 again. S1 stated that R1 was only talked to but never invoiced for the extra cable charges incurred. Interview conducted with W1 revealed that she told R1 that Netflix and Amazon Prime are also available to her, but R1 refused to watch those shows. LPA reviewed the itemized invoice dated 11/01/2023 listing the services provided such as care and supervision, food services, assistance with ADL, medication management, assistance with mobility tasks and and cable TV (no extra charge billed). However, according to S1 the cable TV included on the invoice was for basic cable TV only and not pay-per-view shows. S1 stat ed that was also explained to R1. S1 also stated that S1, W1 and R1 met recently to discuss the TV services and R1 has agreed to pay extra for any future shows that R1 watch on pay per view channels. (4) of (5) residents interviewed stated that they are satisfied with the TV channels provided by the facility and have no concerns. During the tour, LPA observed that R1 has access to numerous cable channels on her TV, including other streaming services. LPA reviewed R1's documents and showed that R1 was admitted to the facility on 01/15/2022. Records revealed that the staff provided R1 the services paid for based on R1's level of care listed on the Admission Agreement which R1 signed. It also revealed on the reviewed documents that the optional service to be provided was incontinence care, but did not include R1's access to pay per view channels. Based on statements and interviews conducted with residents and staff as well as reviewed files and documentation, there was not enough supportive evidence to corroborate 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, and a copy of this report and Appeals Rights was provided to Thomas Trice, Administrator.