complaint·August 17, 2023

Allegation: Staff does not ensure residents have access to receive telephone calls. It is alleged that resident's relatives attempt to call the facility multiple times (up to 15) phone calls in order for staff to answer the phone and/or they do not answer at all. According to staff interviews, residents are always given the phone when family call, unless the residents are sound asleep. Which in that case, the callers are asked to call back later. A total of four (4) staff were interviewed, all denied the allegation and stated that staff always answer the land line phone. Per staff, resident (R1) receives frequent phone calls from one of their adult children, and are always passed to R1. LPA called resident's responsible parties, of which the majority stated they do not have issues with accessing their loved one via telephone calls when desired and receive immediate communication and/or call backs from staff. However, four (4) out of the five (5) family members interviewed stated they never call the land line telephone because their loved ones have Dementia and are unable to communicate. The primary mode of communication is through the Administrator's cell phone, facility staff, or in person visits. During the course of the investigation, LPA learned that resident (R1) has a conservator that asked Administration staff not to pass phone calls to resident (R1) if one of their adult children calls, but it is not specified by the court order. This issue is being addressed in a separate case management report. Due to cognitive impairment no resident interviews were conducted. There are two land line telephones in the facility, one in the kitchen and one in the living room. The land line telephone line was tested and is found to be operational. There is insufficient evidence to proved 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 conducted with staff Diana Castellanos. A copy of the report was issued.