complaint·October 14, 2025

Regarding: Staff does not provide adequate food service. It is alleged that a resident had placed an order for a meal prior to going to the dining room and had to wait 45 minutes before getting their food. It is also alleged that staff are not assisting with delivery of meal services for (2) residents and that resident is the one to take their food to their room. Staff deny the allegation. Interviews with (9) out of (9) staff revealed that meal service schedules are followed every day and that meals are served within (5) to (10) minutes of an order being taken by staff for residents waiting in the dining room. Staff indicated that many residents have their meals in the dining area and therefore, sufficient servers are available to conduct meal service in a timely manner. Staff further indicated that they have not received complaints from residents regarding waiting for prolonged periods of time for their food. Furthermore, staff indicated that bedside meal trays are delivered to all residents who have the service as part of their care plan and for residents who have minor/temporary illness or are recovering from surgery with a physician’s order. Caregiving staff indicated that they deliver all scheduled meals to residents and return to check on residents in case residents want a second helping of food or need their trays to be taken away after finishing their meals. Interviews with (12) out of (15) residents revealed that meal services are conducted in a timely manner in the dining area and residents usually get their food within (10) minutes from the time their order was taken by staff. A resident who stated that they deliver meals to R2 and R3 indicated that staff are not delivering meals and therefore, resident picks up meals for R2 and R3 to ensure they have something to eat. Interviews with R2 and R3 indicated that they go to the dining area to have their meals, unless they are sick in which their meals are then delivered to their room by staff. R2 and R3 indicated that their care plan does not include their meals being delivered to their rooms; however, the facility has made accommodations to have meals delivered to their rooms when they are sick and recovering from illness. R2 indicated, a resident does not deliver their food to their room. R3 indicated that a resident has delivered food to their room; however, R3 had already eaten in the dining room and had an extra meal in her room which they did not need. R2 and R3 indicated, when their meals had to be delivered to their room by staff when they were sick, all their trays arrived in a timely manner, and no meals were skipped due to staff not conducting the delivery. LPA review of Plan of Operation indicates, bedside meal trays are available to residents with minor/temporary illness or recovering from surgery with a physician order. Staff and resident interviews do not corroborate the allegation. ***Continues on LIC 9099-C page 2 Regarding: Staff does not ensure to follow food handling practices. It is alleged that staff are not wearing a hair net and hair is getting into resident’s food. Staff deny the allegation. Interviews with (9) out of (9) staff revealed that staff who work in the kitchen preparing the food must always wear a hair net. Staff indicated that cooks cannot be in the kitchen without a hair net which has to cover their hair when they are handling food. Staff stated they always adhere to safe food handling practices at all times. Staff further indicated that staff nor residents have expressed concerns regarding hair being in the food served at the facility. Interviews with (14) out of (15) residents also deny the allegation. Residents indicated that they have not observed cooks or other staff handling food without a hair net. Residents stated that they have not observed any hair in their food and have not heard other residents express concerns about finding hair in their food. A resident indicated that they observed a staff from the kitchen without a hair net during food preparation and service; however, resident did not indicate finding hair in their food. During today’s visit, LPA observed staff handling food were wearing a hair net. Staff and resident interviews, and LPA observation do not corroborate the allegation. Regarding: Staff do not provide residents with a sufficient amount of food. Staff do not provide residents with sufficient amount of food. It is alleged that a staff’s meal had more food than the rest of the residents. Staff deny the allegation. Interviews with (9) out of (9) staff revealed that staff meals are not portioned differently from residents’ meals. Staff indicated that when staff request the (1) meal a day the facility provides, it is prepared equitably for residents and staff. Staff indicated that staff have to place their order by using the Employee Lunch Form in advance to be able to get their meal for the day, however, resident meals are priority and kitchen staff serve residents first and would not give staff more food than residents. Interviews with (14) out of (15) staff indicated that they have no concerns with portions not being appropriate. Residents indicated their food is plentiful and if needed they can request seconds from the kitchen staff. Interview with a resident indicated that they observed a staff member receiving more food than what residents were being served. Interviews with staff and residents do not corroborate the allegation. ***Continues on LIC 9099-C page 3 Based on interviews and observation the above mentioned allegations could not be corroborated. Although the allegations may have happened or are valid, there is no preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are unsubstantiated. An exit interview was conducted with Jacqueline Cortez and a copy of this report was provided.